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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 Service Desk Analyst Level 1 & Level 2 provides a single point of contact and first entry point for all IT Support requests from all Bayshore employees. Provides exceptional client care through support and maintenance of Bayshore’s network, desktop, laptop, telecommunication, and mobile environments. Support will be required via the various channels: email, telephone, remote and/ or onsite. Responsibilities include all aspects of IT support affiliated with break / fix issues or service requests related to network and communications, desktops/ laptops, applications, or systems, print support, Citrix, and information security. This position will be based at our Mississauga Head office.

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
• Provide end user troubleshooting and support for software applications
• 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)

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)
• Ability to support mobile devices hardware and applications (iPhone, Android)
• Technical knowledge and experience to support and troubleshoot network connectivity issues.
• Knowledge of and experience supporting Microsoft Desktop OS and applications, Active Directory, anti – virus and malware.
• 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 365
• 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 problem-solving 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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