Service Desk Analyst - Jobs in Toronto, ON

Job Description

About SickKidsDedicated exclusively to children and their families, The Hospital for Sick Children (SickKids) is one of the largest and most respected paediatric healthcare centres in the world. As innovators in child health, we lead and partner to improve the health of children through the integration of healthcare, leading-edge research and education. Our reputation would not have been built – nor could it be maintained – without the skills, knowledge and experience of the extraordinary people who come to work here every day. SickKids is committed to ongoing learning and development, and features a caring and supportive work environment that combines exceptionally high standards of practice.When you join SickKids, you become part of our community. We share a commitment and determination to fulfill our vision of Healthier Children. A Better World.Don’t miss out on the opportunity to work alongside the world’s best in paediatric healthcare.Position DescriptionExciting opportunity to be part of a dynamic 24/7 Service Desk call center team within the Service Management Office at SickKids Hospital. The team is focused on taking support to the next level providing increased value and service to the Hospital; with a big focus on customer service. You will have the opportunity to be exposed to various technologies in a highly sophisticated enterprise environment.The primary activity of the Service Desk is first call resolution and triaging to appropriate L2/L3 support teams while keeping the customer up to date throughout the lifecycle of their ticket. The Service Desk at SickKids provides first level support via the telephone, using remote desktop tools and is the single point of contact for all end users.Applicants with Epic EMR, ServiceNow®, and Hospital experience will have a tremendous advantage on being selected and being a successful addition to our team.As a member of the SickKids family, you will have the proud satisfaction of being part of the larger hospital team whose objective is helping children in need.Here is what you will get to do

• Provide first level support to hospital staff through phone, email, self-service portal, chat, and/or directly at the front desk.
• Record, track, and document the details of incidents and requests in ServiceNow, including troubleshooting steps and actions taken.
• Receive extensive orientation and training on various applications and technologies and become proficient in assisting and troubleshooting issues with the technologies.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Identify and escalate emergent problems and major incidents via appropriate pathways based on the approved processes and procedures.
• Collaborate with other teams within the department to improve the customer experience.
• Create, review and update both customer facing and IT facing knowledgebase articles and FAQ documents.
• Participate in Problem, Incident and Change Management activities.

Here is what you will need

• 5+ years IT support experience, with a track record of exceptional customer service.
• Epic or other EMR experience preferred.
• Completion of post-secondary diploma/degree in an Information Technology program.
• Experience identifying and troubleshooting computers, peripherals and software.
• Demonstrated effective communication and interpersonal skills, including excellent telephone etiquette.
• Experience using a modern IT Service Management tool such as ServiceNow, BMC Footprints, or Remedy.
• Strong knowledge of Microsoft based operating systems with an emphasis on Windows 7 and 10.
• Knowledge and experience of Apple Operating Systems.
• Experience with using and troubleshooting Microsoft Office applications and Office 365.
• Good understanding and strong technical knowledge of PC hardware and configurations.
• Good understanding of TCP/IP Networks.
• Experience with Active Directory, including User and Group management.
• Experience with Citrix support.
• Analytical and proactive approach to support.
• Planning, organization and time management.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• ITIL concepts and an understanding of its practices is critical and a certification in V4 Foundations is an asset.

Employment Type: Full-time, Contract with Benefits. Must be able to work different shifts, evenings, weekends, and overnight, as this is a 24/7 operation.Our Commitment to DiversityThe children and families we care for are from a variety of communities, and so are our employees. We welcome and encourage everyone to join our organization and be part of our team. When requested, SickKids will provide access and inclusion supports to eligible candidates to support their full engagement during the interview and assessment process. Information received related to access or inclusion will be addressed confidentially.Thank you for your interest in joining SickKids. Only those applicants selected for an interview will be contacted. In accordance with our Hospital policy, employment at SickKids is conditional upon the Hospital’s receipt of all necessary documentation.FOR EXTERNAL APPLICANTS ONLY: As a health care institution, our highest priority is the safety of patients, families and staff. As a result, we are adopting all prevention measures to ensure the safety of our patients, families and our staff. Therefore, any offer of employment is conditional upon you submitting proof that you have been fully vaccinated with a Health Canada or World Health Organization (WHO) approved COVID-19 vaccination as soon as possible and no later than fourteen (14) calendar days prior to the effective start date, in addition to satisfying any other condition(s) that may be set out in an offer. If a candidate fails to satisfy this condition (or any other condition(s) set out in an offer), any offer of employment shall be immediately rescinded.How to ApplyTip: Combine your cover letter and resume into ONE document of 20 pages or less as you cannot upload multiple documents as part of your application.If you are still experiencing technical difficulties please email ask.hr@sickkids.ca to send us a short description of the issues you are experiencing. Please note that we will not accept resumes sent to this inbox but we are happy to respond to requests for technical assistance.Quick Apply

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