Is Service Desk Analyst - Mississauga, Canada - Trillium Health Partners
Description
Job Description:
Position:
IS Service Desk Analyst
Dept:
Information Services
Posting ID:
Role/Level:
PG04 ($23.68 to $29.62) plus 6% in lieu of vacation and 13% in lieu of benefits
Status:
Casual
Site:
Mississauga Hospital
Shift:
Afternoons, Evenings, or Overnights (Weekend and Weekday Shifts)
Posted:
March 27,2023
Internal Deadline:
April 3,2023
Trillium Health Partners (THP) is one of the largest community-based acute care facilities in Canada.
Comprised of the Credit Valley Hospital, the Mississauga Hospital and the Queensway Health Centre, Trillium Health Partners serves the growing and diverse populations of Mississauga, West Toronto and surrounding communities and is a teaching hospital affiliated with the University of Toronto.
Our Mission
:
A New Kind of Health Care for a Healthier Community
Our Values
:
Compassion, Excellence, Courage
Our Goals
:
Quality, Access, Sustainability
Our Enablers
:
People, Education, Innovation, Research
REPORTING RELATIONSHIPS
This position reports to the Manager, IT Customer Support
JOB DUTIES AND RESPONSIBILITIES
Working collaboratively with staff, your job duties and responsibilities will include but are not limited to:
- Analyze, diagnose and resolve calls in an efficient and effective manner leveraging available tools (Bomgar, KACE, SCCM, knowledge base and other sources of documentation)
- Transfer and escalate incidents and requests to the appropriate 2nd/3rd level support resources, following up with ticket owners to ensure effective resolution in a timely manner
- Record, categorize and log Incidents and Requests for service using the IS Service Management tool
- Provision, change and deprovision user accounts in accordance with corporate policies and procedures
- Actively seek opportunities for service improvement, recognizing the needs and expectations of our clients
- Provide knowledge transfer and mentoring of other team members when required
- Other duties as assigned.
WORKING ENVIRONMENT
***
JOB SPECIFICATIONS
**_
Knowledge_**- University Degree or College Diploma in a computer related field or equivalent work experience
- ITIL Foundations certification preferred
- Microsoft certifications an asset
_Experience_
- 5+ years' experience in providing customer support with a high level of professionalism preferred
- 2+ years' service desk or call centre experience
- 2+ years' healthcare experience
Skills and Abilities_**- Strong troubleshooting skills with focus on root cause analysis;
- Experience with tools and technologies such as Dell KACE, Bomgar, SCCM, Active Directory, Microsoft Exchange;
- Knowledge of networking technologies such as VPN, TCP/IP, and wireless;
- Experience with IT Service Management tools such as HEAT and ServiceNow
- Strong verbal and written communications; must be able to communicate with individuals with all levels of technical and nontechnical skills;
- Advanced technical troubleshooting and multitasking skills
To pursue this career opportunity, please visit our website:
- Trillium Health Partners is an equal opportunity employer committed to fostering a healthy and positive work environment._
- In accordance with the _
- Accessibility for Ontarians with Disabilities Act, 2005_
- All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act._
- Trillium Health Partners is identified under the French Language Services Act._
More jobs from Trillium Health Partners
-
Only 24h Left CT Technologist
Mississauga, Canada - 1 week ago
-
Coding Specialist
Mississauga, Canada - 3 weeks ago
-
Pain Management Coordinator
Mississauga, Canada - 1 week ago
-
Sonographer
Mississauga, Canada - 1 week ago
-
Patient Services Representative
Mississauga, Canada - 2 weeks ago
-
Speech Language Pathologist
Mississauga, Canada - 1 week ago