Service Desk Analyst

2 days ago

Guelph, Canada St. Joseph’s Full time

**Service Desk Analyst**

**Temporary Full-Time (Approx. 8 Months), Non-Union**

**#T/24-25**

**The Organization**:
St. Joseph’s Health Centre Guelph (SJHCG) is a faith-based organization that is part of St. Joseph’s Health System. We live by our CARE values: Compassion, Accountability, Respect, and Excellence, and embed person
- and family-centred care throughout our 240 long-term care beds, 106 hospital beds, and a variety of outpatient and community support services. Our staff complement of approximately 700 employees is committed to contributing to a healthy, safe, and respectful environment. If you are a passionate and highly motivated individual, looking to help us advance in our mission, vision and values, we look forward to you joining our team

**The Job Summary**:
**Key Accountabilities & Success Criteria:
**First-Level Support & Site Rotation**:

- Participate in a rotational schedule to ensure comprehensive support coverage across all sites, maintaining high service standards and availability.

**On-Call Support & User Account Management**:

- Engage in on-call duties as required, offering timely assistance and problem resolution outside of standard working hours.
- Assist in setting up and managing user accounts, ensuring proper configuration and adherence to organizational security policies.

**Technical Assistance & Issue Escalation**:

- Provide initial troubleshooting for common technical issues, efficiently escalating complex matters to senior team members or specific departments.
- Support users with Microsoft 365 tools and Microsoft Windows desktop operating systems, guiding them through basic operational challenges.

**Learning, Development & Collaboration**:

- Demonstrate a commitment to continuous learning, embracing new technologies and processes to enhance service delivery.
- Collaborate effectively with team members, sharing insights and learning from collective experiences to improve problem-solving skills.

**Organizational Support & Compliance**:

- Actively contribute to the organization's goals by participating in team efforts and adhering to service standards.
- Uphold the organization's safety policies and procedures, fostering a secure and compliant working environment.

**Qualifications**:

- Completion of a post-secondary degree or diploma in a field relevant to the role.
- 1 to 3 years of experience in technical support or customer service, ideally within a healthcare context.

**Skills & Abilities**:

- Demonstrated customer service excellence with a focus on delivering responsive and high-quality support.
- Basic knowledge of computer hardware and familiarity with technology infrastructure.
- Proficiency with Microsoft 365 and Microsoft Windows desktop operating systems.
- Fundamental analytical and troubleshooting skills, and a proactive approach to resolving technical issues.
- Strong willingness to learn and grow in the field of Healthcare IT.
- Excellent communication skills, adept at engaging with users and team members effectively.
- Ability to manage stress, adapt to changing environments, and handle multiple tasks, particularly during site rotations and on-call periods

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