Service Analyst, Client Support

Job Number: JR101596

Job Title: Service Analyst, Client Support - Information Systems Technical

Job Category: Professional

Hospital Location: Birchmount Site

**Job Type**: Permanent, Full time

Number of Positions: 1

Hours: Days

Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. SHN is the recipient of the Excellence in Diversity and Inclusion Award, from the Canadian College of Health Leaders, for our work led by the Organizational Development and Diversity Department on our Leading edge Communities of Inclusion, Inclusion Calendar and our innovative Health Equity Certificate programs. We are also proud to be named Canada’s Most Admired Corporate Cultures for 2023 Learn more at

shn.ca

Job Description:
Responsibilities:
TECHNICAL SUPPORT
- Provide Tier II Technical support for all corporate hardware, software, peripherals, mobile devices, and other various IT Services
- Act as Subject Matter Expert on critical business systems/software and act as escalation point for incident or problem escalation
- Provide assistance to Service Desk Team where/when required in day-to-day coordination, guidance and support for technical issues requiring advanced knowledge of Corporate standard core systems or Cloud (SaaS) Platforms (Office 365)
- Assist Service Desk Team with Telephone Support Efforts when/where required (ie. Major Incident, during staff shortages, etc)
- Act as Primary support contact for Senior Leadership/Management Team or Provide White-Glove support service(s) and/or Technical Assistance to Senior Management when/where required
- Provide Proactive support to Satellite locations to pre-empt service outages
- Provide afterhours Oncall Support

INFORMATION TECHNOLOGY TRAINING
- Support Digital Services development of best practices to support training and learning management strategies
- Ensure the best use of available corporate technology, working with internal partners to leverage available resources
- Develop training or knowledge content and deliver training sessions for corporate standard systems/software where required
- Conduct Employee Orientation sessions where required
- Conduct White-Glove Orientation Sessions or refresher sessions for Senior Management and respective administrative staff
- Continually develop and review training/knowledge deliverables such as Users Manuals, Resource Materials, Process Diagrams, FAQ’s, Knowledge-base Articles, Training Videos, etc.
- Support internal teams with training initiatives by processing and responding to a variety of inquiries and service requests, while adhering to corporate practices and standards
- Work with, and support the Service-Desk Coordinator with the preparation and presentation of staff training as required

CORPORATE SHAREPOINT ADMINISTRATOR
- Liaison with Business Units regarding SharePoint needs
- Provide Knowledge transfer and refresher Training to Assist Business Unit SMEs/Admins when/where required
- Respond to Technical Support requests regarding SharePoint Office 365
- Liaison with Vendors to Build/Develop SharePoint Sites and/or SharePoint Web Apps as required/requested from Business Units

Requirements:

- Completion of a 3-year Diploma in computer technology, information systems, engineering, or a related field
- Minimum of 5 years’ experience in a technical support role within Office 365 environment with experience created knowledge content
- Advanced skills in Technical Writing
- Demonstrates excellent communication and interpersonal skills (both written and verbal)
- Demonstrates excellent organizational, prioritization and time-management skills
- Demonstrated excellent problem solving and decision making skills
- Demonstrates a commitment to customer service when dealing with patients, colleagues and volunteers and other members of the community and public
- Demonstrates values consistent with SHN’s Code of Conduct and is committed to fostering a healthy and positive work environment in accordance with Health & Safety policy and legislation.
- Utilize protective equipment provided and identify and reports hazards
- Engages in ethical conduct and strives to understand and appreciate the diversity of our patient/staff population and community
- Excellent work performance and attendance

Asset:

- Completion of a Bachelor’s Degree in computer technology, information systems, engineering, or a related field
- Microsoft Certified Solutions Asso