Service Desk Analyst X 2, Hybrid-remote - Mississauga, Canada - Bayshore HealthCare

Bayshore HealthCare

Verified Company

Mississauga, Canada

3 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Service Desk Analyst x 2 positions, hybrid-remote

Permanent Job with Full-Time regular business hours

FEATURES

This is a full time permanent job working with standard business hours from 9 until 5 on Monday through Friday. There are no after hours or weekend shifts and no On Call Pager duty, as our support vendor manages all the support functions outside of regular business hours. Working 8 to 4 or 8:30 to 4:30 are also acceptable options.
After about 3 to 6 months of orientation and training you are invited to work remotely for two days per week; but during the first 3 to 6 months the remote working plan is for only 1 day per week. While Bayshore has over 100 locations in Canada, this position is based at our head office location in Mississauga at 2101 Hadwen Road providing free parking.
Besides a competitive salary there is a bonus plan, and a family medical benefits plan offered at your choice of Bronze, Silver or Gold plans, paid vacations etc.
A training budget will be established, as Bayshore supports professional development.
You will report to Bayshore's IT Manager who maintains an open door policy and will not micromanage you. He also promotes career growth and transferring to one of Bayshore's IT Infrastructure teams later on is supported.
Bayshore is 100% Canadian and privately owned, was created about six decades ago, currently has 18,000 staff and wins Top Employer awards.

DUTIES AND 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, so no USB key is needed for initial computer setups
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.

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. At Bayshore all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (e.g., two doses of a two dose vaccine series or one dose of a single
- dose vaccine series); AND have received the final dose of the COVID-19 vaccine at least 14 days prior to the official start date of hire. Medical exemptions or any other kinds of requested exemptions based upon the Human Rights Code will be considered on a case-by-case basis.

Job Qualification

SKILLS AND QUALIFICATIONS

College Diploma or University Degree in the field of computer science and/or 2 years equivalent work experience.
Proficient in English
A+ Certification or similar training
ITIL V3 or V4 Certification is a nicetohave asset
Strong knowledge of PXE imaging using SCCM, for initial computer set up
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.
Good knowledge and experience using ticket systems; we use ServiceNow
Strong knowledge using and supporting Office 36
Proficient in using and supporting the Windows 10; we are evaluating Windows 11 for a future upgrade

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