Ict Service Desk Coordinator

Company Bio

Southlake is building healthy communities through outstanding care, innovative partnerships, and amazing people. We deliver a wide range of healthcare services to the communities of northern York Region and southern Simcoe County. Our advanced regional programs include Cancer Care and Cardiac Care and serve a broader population across the northern GTA and into Simcoe-Muskoka.
Our team of nearly 6,000 staff, physicians, volunteers, students and Patient and Family Advisors are committed to creating an environment where the best experiences happen. As a recognition of our commitment to quality and patient safety, we have received the highest distinction of Exemplary Standing from Accreditation Canada.
Job Summary
Reporting to the Manager Digital Communications, the Service Desk Coordinator oversees the service desk team and ensures that agreed service level agreement targets are being met. To maintain, develop and build IT policies and processes to ensure best practices are being followed.

**Qualifications**:

- Community college diploma or equivalent combination of education, training, and experience.
- ITIL certification desirable.
- 5 years service desk technical experience required.
- 2 years database management required.
- 2 years project management or ITIL preferred.
- 2 years leadership/managing a team preferred.
- Thorough knowledge of Service Desk operations to include a good knowledge of Southlake Vision, IT best practice, industry trends, and customer service.
- Role model the organizational core competencies.
- Ability and desire to lead the team effectively through structured coaching and delivering by example.
- Experience providing regular and frequent performance coaching/mentoring and encouraging effective behavior for individual and team success.
- Proven ability to foster an environment of trust, collaboration, transparency, and accountability.
- Extensive experience delivering IT customer service based on service levels and service quality measures, delivering technology services in the field through coordination with central teams, and driving continuous service improvement.
- Detailed knowledge of computer desktop hardware, laser printers, barcode printers.
- Detailed knowledge of end-user mobile computing devices, such as smartphones and tablets.
- Demonstrates evidence of influencing positive change within a Service Desk environment.
- Expert knowledge of service delivery
- High standards for the quality of work
- Must be able to travel to multiple sites.
- Excellent verbal/written communication skills, problem solving and resolution ability.
- Demonstrated excellence in communication, both written and verbal
- Demonstrated problem assessment skills
- Demonstrated commitment to customer service and teamwork
- Demonstrated individual leadership skills
- Must have a valid Drivers License.

Closing Statement

At Southlake, we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live and serve, including those with disabilities. Southlake is committed to providing accommodations in all parts of the hiring process. If you require an accommodation, we will work with you to meet your needs.
It is the responsibility of all Southlake employees to work in a safe manner and promote health and safety in the workplace.
Primary Responsibilities
- Manage a team for Service Desk call centre to ensure that agreed targets are met and appropriate qualitative standards are achieved.
- Develop and implement robust processes to ensure that a high-quality service is provided to both internal and external customers.
- Implement methodologies to improve first call resolution.
- Performance the role of key user to support and maintain the incident tracking system (HEAT).
- Define robust reporting using the HEAT incident management software to ensure the early identification of product faults and ensure minimum risk to the business.
- Analyze Service Desk activity and make recommendation for increased organizational efficiency and effectiveness.
- Train Service Desk staff to ensure that support is provided in a consistent manner.
- Customer interaction and communication skills in a support environment are required
- Ensure staff coverage for the support area is in place to guarantee cover to the business.
- Review team member performance to ensure that each member can provide the best level of customer support.
- Off-hour support is required.
- Performs cross-functional duties, as assigned or requested.
- Performs other duties consistent with the job classification, as required.
- All information and systems must be treated in a Confidential manner.
- Security of all systems must be maintained at all times.