Is Service Desk Analyst - Mississauga, Canada - Trillium Health Partners

Trillium Health Partners

Verified Company

Mississauga, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Description:

Position:
IS Service Desk Analyst

Dept:
Information Services

Posting ID:

Role/Level:
PG04 ($23.68 to $29.62)

Status:
Permanent Full time (1)

Site:
Mississauga Hospital

Shift:
Rotational - 2 weeks of overnights (Mon-Fri followed by 2 weeks of weekday shifts.( Evening and weekend shifts)

Posted:
June 9, 2023

Internal Deadline:
June 16,2023

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

Position Summary

Reporting Relationship
This position reports to the Manager, IT Customer Support

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

Qualifications

_ 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
Where these factors are relatively equal seniority shall govern providing the successful applicant._
In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation._
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._

**_