Service Desk Analyst

Markham

**Job Description**:
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For a loyal client during the last 7 years, we are recruiting a Service Desk Analyst for 12 to 18 months to replace a leave of absence.This could be for a Contract Consultant or a Temporary Full-Time Employee. The main tool used is ServiceNow. Their south-west Markham office is near the corner of Steeles Ave and Hwy 404, with free parking and the work is 100% remote, except for some on-site training and a rare key meeting that is not suited to Zoom.

More About the Employer
Founded in 2007 this independent but public-sector not-for-profit corporation connected to the huge Ontario Health agency offers a key service supporting Ontario’s many hospitals. They enable the secure storage and retrieval of healthcare related data and diagnostic imaging, with a monster-sized database that requires a few million Gigabytes.

Position Summary
Reporting to the Manger Operations and working closely with other member of the Technical Operations team, the Service Desk Analyst will provide support to all end users (Peer Staff, Client Sites, Vendors, etc.).

**Responsibilities**:

- Act as a first point of contact for incidents reported by member sites.
- Create, manage, and document tickets in ServiceNow.
- Manage incidents, problems and service request through the lifecycle. Including documenting, tracking and monitoring to ensure timely resolution in line with SLAs.
- Accurately prioritize, categorize, escalate and manage incidents
- Log and update all service desk interactions providing detailed and accurate issue and resolution documentation using ITSM software.
- Ensure users are kept up to date throughout the lifecycle of their request.
- Work together with the operations team to build and maintain effective single point of contact for all Service desk activities.
- Responsible for developing procedures and creating support and system documentation for internal teams, external clients and vendors.
- Maintain distribution lists and contact lists for all vendors and member sites.
- Work with Vendors as needed.
- Responsible for managing and maintaining Configuration database inventory
- Responsible for the Administration of some ITSM software
- Monitor and perform daily checks on systems
- Generate Monthly reports for both internal and external stakeholders

On Call
- Weekly 24*7 on call rotation, once each 4 weeks
- Responsibilities will sometimes require working evenings and weekends with little advanced notice.
- Will carry a company issued cellphone for critical outages and timely response.

Compensation
The pay is likely to be $35 to $40 per hour for a temp employee, or $42 to $47 per hour for an incorporated consultant. Employees will also receive vacation pay percentage in cash and statutory holiday pay, both in accordance with Ontario’s ESA. Carecor’s Search Services Director is available to discuss the compensation range and other items in more detail.

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About Us
For over 35 years, proudly helping healthcare workers take control of their career. Our “exemplary standing” with Accreditation Canada is held to the highest regard and is a testament to the fact that we upload the same hiring standards and patient care delivery as the facilities in which we serve.
“Carecor Health Services Ltd. is a subsidiary of Bayshore HealthCare, a leading provider of home and community health care services.”

Carecor is in accordance with provincial Accessibility regulations as well as Provincial Human Rights Code legislation.

We thank all applicants who apply. Only those selected for interview will be contacted

Job Qualification

Needed Skills
- Strong Customer Service focus
- Ability to clearly communicate with users of differing technical skill levels.
- Well-developed time management skills
- Knowledge of Incident Management, Change Management, Asset Management and Problem Management
- Effective organizational skills with the ability to manage multiple tasks and meet deadlines.
- Ability to deliver quality documentation with strong attention to detail

**Qualifications**:

- Knowledge of and experience implementing IT service desk practices.
- Experience with ServiceNow platform administration
- 2-3 years of experience providing service desk support
- Knowledge of TCP/IP networking and related network services
- Experience with Office 365
- ITIL Certification an asset
- Healthcare IT experience an asset
- Experience supporting remote users