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Student
3 weeks ago
Job Summary & Requirements
Job Description:
- Deliver a balance of superior customer service and technical support through professional, comprehensive, and timely communication for all incidents and service requests
- Strong communication skills with the ability to deliver empathetic, user-focused support via phone and email to users with varying levels of technical understanding.
- Learn about and support a wide range of computing technologies, such as hardware (desktops, laptops, phones, tablets, peripherals and printers), audio/visual equipment, software, RVH clinical systems, supporting software, technologies, network, storage and infrastructure.
- Accurate incident/service request documentation, tracking and follow up to resolution
- Professional work ethic, including exceptional punctuality and attendance, with the ability to meet commitments and deadlines and take ownership of problems
- Independently sets up and configures new user workstations with minimal instruction and supervision, accurately inventory new/existing equipment
- Follows mandatory company policies to ensure the highest levels of system and network security
- Follows up on existing incidents/service requests to ensure satisfactory and timely resolution
- Ability to coordinate and communicate effectively with other Digital Health employees, other departments, and business partners to maintain high service levels
- Able to understand and demonstrate RVH culture, mission vision and values
- Ensures Service Desk Policies and Processes are adhered to, in improving customer confidence and satisfaction, e.g. response time, documentation management, privacy and confidentiality and technical standards
- Creates and maintains user guides, technical documentation, workflow and knowledge base articles
- Able to understand and demonstrate RVH culture, mission vision and values.
Job Requirements:
- 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 effectively communicate via telephone and email
- Knowledge of networking configurations, installation, and maintenance
- Ideal candidate has knowledge and experience with end user support with Microsoft Windows 7, and 10 and Microsoft Office 2021/2013, O365
- Ability to work independently or in a team environment
Health and Safety Responsibilities:
Adheres to Occupational Health & Safety responsibilities under Section 28 of the Occupational Health and Safety Act including:
- Works in compliance with the provisions of the Occupational Health and Safety Act and the regulations;
- Uses or wears the equipment, protective devices or clothing that the worker's employer requires to be used or worn;
- 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
- 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.
Working Conditions:
On-site presence is required. Candidates must have reliable transportation as travel to support partner hospitals may be required.
