IT Service Desk Analyst - Mississauga, Canada - Bayshore HealthCare

Bayshore HealthCare

Verified Company

Mississauga, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Bayshore HealthCare is one of the Canada's leading providers of home and community health care services and is a privately owned company.

Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada's Best Managed Companies Program every year since 2006.

In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses' Association of Ontario. Bayshore Healthcare is also recognized as Canada's Best Employers in Forbes 2023 list.

The IT Service Desk Analyst reports directly to the Manager, IT Service Delivery.

Key Responsibilities

Owns the issue through to resolution including escalations, as well as follow up communication with the end user.
Provide exceptional client care to employees and vendors for issues or requests logged.
Device Imaging using PXE services
Process and /or investigate service requests or incidents created via the ticketing tool Service Now) according to established service level agreements (SLA)
Support mobile devices including set up, maintenance and any troubleshooting
Overall end user hardware and or software installations, additions, changes, configuration, testing, maintenance, monitoring, and troubleshooting.
Identify and escalate priority issues in a timely manner
System/Application account creation/deletion/change/general maintenance.
Organize daily workload and efficiently manage requests and issues logged
Looks for opportunities to improve levels of service recognizing the needs and expectations of clients.
Demonstrates a commitment to the philosophy and objectives of IS within Bayshore.
Maintains professional standards.
Complies with all Bayshore Policies and Procedures.
Complies with all Canadian provincial and federal privacy legislation.
General understanding of ITIL best practices
Performs other duties or projects as assigned

Work Location:
Mississauga ( Onsite for 4 days weekly)
Job Qualification

Education and Experience

College Diploma or University Degree in the field of computer science and/or 2 years equivalent work experience.
A+ Certification
ITIL V3 or V4 Certification (Nice to have)
Strong knowledge of PXE imaging using SCCM
Technical knowledge and ability to support desktop/laptop hardware and software
Technical knowledge and ability to support printing devices (Printers, MFPs, Scanners)
Technical knowledge and experience to support and troubleshoot network connectivity issues.
Knowledge of and experience working with Citrix Director and XenApp to assist and support Citrix users.
Strong knowledge in asset management (ServiceNow is preferred)
Strong knowledge using and supporting Office 36
Proficient in Windows 10 OS

Other Skills and Abilities

Possess a passion/ great enthusiasm for the delivery of exceptional customer service, exceptional telephone etiquette skills and the ability to support end users face to face and remotely with varying levels of computer skills. A genuine desire and commitment to helping/supporting others.
Exceptional interpersonal skills and ability to work independently and as part of a team
Exceptional organizational and administrative skills with a commitment to meeting timelines and client expectations.
Strong analytical and problemsolving skills.
Log calls and assign them a ticket number based on specific criteria and assigned staff
Strong commitment to continual learning
Knowledge in VPN, BES, and Exchange, knowing the difference between Cloud and on prem services

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