Service Desk Analyst

Job Summary & Requirements
This position will be stationed out of Georgian Bay General Hospital
Royal Victoria Regional Health Centre (RVH) Regional Digital Health is seeking a highly motivated and organized Service Desk Analyst with a passion for technology and customer service. As a Service Desk Analyst, you will be a critical team member in the Regional Digital Health (RDH) team, that provides support to customers across the Regional Digital Health partners (Collingwood General and Marine Hospital, Georgian Bay General Hospital, Headwaters Healthcare Centre and Royal Victoria Regional Health Centre and others). This role offers the opportunity to work in a dynamic environment alongside skilled and innovative professionals committed to delivering exceptional technology solutions.

Reporting To: Service and Program Manager The Service Desk Analyst provides first-level technical support and aims for first-call resolution of issues related to computers, mobile devices, printers, software, and other end-user systems. Serving as the primary point of contact for staff and physicians at Royal Victoria Regional Health Centre (RVH) and Georgian Bay General Hospital (GBGH), the analyst handles IT requests through phone, email, the ticketing system, and in-person support. This role requires strong troubleshooting skills and hands-on technical experience with PCs, phones, audio-visual equipment, and Patient Services Entertainment Systems (PSES). Specialized expertise in printer repair, installation, maintenance, and troubleshooting—across both desktop and floor-model multi-function devices (e.g., Ricoh, HP, Canon, Lexmark)—is essential. The analyst also contributes recommendations for quality improvements and cost-effective printing strategies. The Service Desk Analyst is responsible for documenting, prioritizing, and resolving incidents and service requests in alignment with Service Level Objectives, escalating to Tier 2 when required. The role involves occasional lifting and pushing (10–15 lbs.) and equipment installation. Strong verbal and written communication skills are necessary to deliver clear technical guidance and remote support.

Education:

• Completion of Community College diploma, 3 years with focus on computer science or equivalent
• Undergraduate degree in information technology, computer sciences and/or technology engineering preferred
• A+ Certification, Network+ or MSSE Certification highly desired
• ITIL certification preferred

Experience:

• 2-year experience in a similar role, providing technical support in an enterprise organization
• Preference will be given to candidate with a minimum of 1 year experience in Health care
• Service Desk experience in a Windows Environment is required Competencies:
• Proficiency with computer hardware and desktop software
• Proficiency with computer troubleshooting, analysis, critical thinking and problem-solving skills
• Ability to learn multiple applications and systems
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations with high clinical priority
• Ability to work with external vendors for support and service
• Ability to effectively communicate via telephone and email to users with various levels of computer understanding
• Knowledge of networking configurations, installation, and maintenance
• Understanding of manipulating shared folder permissions
• Experience working with Enterprise systems, Active Directory, Microsoft Exchange, Citrix and virtualized environments
• Problem solving and critical thinking skills to diagnose problems and determine steps necessary to achieve an effective solution.
• Ideal candidate has knowledge and experience with end user support with Microsoft Windows 10, and11 and Microsoft Office O365
• Professional and effective presentation skills
• Ability to quickly adapt to advancing technologies and procedural changes in a fast-paced environment
• Ability to work independently or in a team environment
• Attention to detail, exceptional documentation and organization skills are critical
• Familiarity commonly used concepts, practices, and procedures within the Information Technology field
• Valid G class driver's license and access to reliable vehicle.
• Criminal records check that is less than 6 months old at time of hire.

Responsibilities:

• Provide first-call resolution for hardware and software issues, including PCs, mobile devices, printers, audio/visual equipment, and Patient Services Entertainment Systems (PSES).
• Perform hands-on troubleshooting, installation, and maintenance of multi-function printers (Ricoh, HP, Canon, Lexmark) and other end-user devices.
• Respond to support requests via phone, email, ticketing system, and in-person, ensuring accurate documentation and adherence to Service Level Objectives.
• Track, monitor, and resolve incidents within service level agreements, escalating to Tier 2 when required.
• Deliver professional, timely communication and exceptional customer service for all incidents and service requests.
• Prepare, configure, and deploy computer workstations and peripherals, ensuring appropriate software installation, access rights, and accurate equipment inventory.
• Troubleshoot PSES hardware and connectivity issues (e.g., displays, TVs, remotes, audio/signal problems) and coordinate with vendors or internal teams to address infrastructure-related concerns.
• Create and maintain technical documentation, workflow materials, presentations, and knowledge base articles.
• Recommend improvements to enhance service quality, technical efficiency, and cost effectiveness—particularly related to printing solutions.
• Support a wide range of computing technologies, including desktops, laptops, phones, tablets, peripherals, printers, audio/visual systems, clinical applications, networks, and infrastructure.
• Provide assistance to Digital Health teams during large projects, upgrades, and system deployments.
• Follow all mandatory policies and procedures to ensure system and network security, privacy, and confidentiality.
• Demonstrate strong work ethic, reliability, and accountability, consistently meeting commitments and deadlines.
• Collaborate effectively with staff, hospital departments, and external partners to maintain high service levels.
• Provide on-site support for RVH, GBGH, off-site locations, and regional partner hospitals during business hours as scheduled, and participate in the established on-call schedule to deliver on-site or virtual support after hours.
• Uphold RVH's mission, vision, values, and service culture in all interactions.

Exhibits the core values of Royal Victoria Regional Health Centre: Work Together, Respect All, Think Big, Own It, Care

Health and Safety Responsibilities
: Adheres to Occupational Health & Safety responsibilities under Section 28 of the Occupational Health and Safety Act including: a) Works in compliance with the provisions of the Occupational Health and Safety Act and the regulations. b) Uses or wears the equipment, protective devices or clothing that the worker's employer requires to be used or worn. c) Reports to his/her supervisor the absence of or defect in any equipment or protective device of which the worker is aware and which may endanger himself, herself or another worker; and d) Reports to his/her supervisor any contravention of the Occupational Health and Safety Act or the regulations or the existence of any hazard of which he/she knows. Participates in a culture of safety which encourages prevention, reduces errors and safeguards patients from harm. Completes the Ontario Ministry of Labour "Worker Health & Safety Awareness in 4 Steps" training and provides proof of completion.

Physical Demands
: The job demands analysis is available upon request. This role requires the ability to lift and push up to 10–15 lbs. and safely use a 3–4-step ladder to access shelving and equipment.

Working Conditions
: On-site presence at all regional partner locations is required. Candidates must have reliable transportation and a valid driver's license, as travel to partner hospitals and off-site facilities across the region—both during business hours and on-call after hours—is an essential part of this role.

Hours of Work
: This role provides Service Desk Tier 1 support to RVH and GBGH (and may expand to other Regional Partner Hospitals) during core business hours (Monday–Friday) and requires additional after-hours availability as part of the on-call rotation for on-site and virtual support. Reliable transportation and a valid driver's license are essential, as travel to partner hospital sites is a key responsibility.