service desk analyst Toronto
Job description
Since opening our doors in 2015 as North America’s first fully digital hospital and we remain unwavering in our belief that we can change the hospital where we work, the community where we live, and the world of healthcare beyond our borders. Serving a community of 850,000 residents in North West Toronto, Equity Inclusivity and active participation in the North West Toronto Ontario Health Team are key initiatives important to our Team. At Humber River Hospital, we use a custom combination of technology and clinical expertise to rebuild elements of care. We make technology work for staff and physicians; giving them more time to spend with patients, to eliminate inefficiencies, and to reduce the chance of errors. Humber River Hospital is formally affiliated with both the University of Toronto and Queen’s University and committed to becoming a community academic hospital. Clinical Excellence, Optimizing Care through Technology and Community Connection frame our Research Strategy.
At Humber River Hospital, we’re not hoping for a renaissance, we are making it happen. As part of our dynamic team, you can lead the way, as we continue our journey towards high reliability care!
We currently have an exciting opportunity for a Service Desk Support person to join our Information Systems & Telecommunications team.
Working collaboratively with staff, the successful incumbent will deliver first level support, innovative customer focused service by analyzing, troubleshooting and resolving Computer hardware/software and application related issues to hospital Staff, Physician and Volunteers in an efficient and courteous manner.
Location: Humber River Hospital – all sites
Responsibilities:
- Acting as the first point of contact for all computer and related hardware, application and telecom related requests for IT service and support.
- Resolve technical issues related to servers, computers, printers, computer peripheral devices and telecommunication devices.
- Troubleshoot and resolve issues with Microsoft Windows operating system, Microsoft Office and health information applications.
- Recording, categorizing and logging requests for service using a central ticket management solution;
- Leveraging available tools (SMS, remote support utilities, knowledge base and other sources of documentation) to resolve incidents in an efficient and effective manner
- Transferring and escalating incidents and problems to 2nd/3rd level support resources and following up with ticket owners to ensure resolution in a timely manner;
- Provisioning, changing and de-provisioning user accounts in accordance with corporate policies and procedures
- Ability to provide training to staff and users.
- Develops procedures and provides documentation for staff and users manuals.
- Upgrading existing PC Hardware and software.
- Provide technical support to hospital staff during business and after hours by participating in on-call rotation
- Provides end-user support for the installation and support of applications.
- Other duties as assigned.
- Successful completion of University and/or Community College diploma in a health-related or computer technology program.
- Minimum 3 years’ experience in a Technical Service Desk role is required.
- Minimum 3 years’ experience with expert level proficiency in Microsoft, Windows 7, Windows 8 and Microsoft Office 2013, MS Server 2008/12, MS SQL 2008/12, and Citrix Desktop is required.
- Experience with Meditech and other healthcare information applications is an asset.
- Experience with troubleshooting and resolving computer hardware, printer hardware, peripherals, and E-Mail Systems issues is required.
- Experience in troubleshooting Local and Wide area networks and is an asset.
- ITIL Foundation experiences and/or certification is an asset.
- A highly developed customer-service orientation.
- Excellent attendance and discipline free record required.
Why Humber? Why Now?
Humber River Hospital is on an exciting transformation journey of redefining patient care as we leverage the most advanced technologies to enhance all aspects of delivering high-quality, safe care. We continue to build a people-centered workplace with excellent staff and physician engagement by hiring passionate, diverse and inclusive healthcare professionals. People who care and live our values of Compassion, Professionalism and Respect. People who are committed to making a positive difference.
We are a Studer Group hospital, focused on building our evidence-based leadership practice and hardwiring a culture that WOWs.
Why? Because at Humber River Hospital, we know it’s our people and our ability to innovate that allows us to consistently deliver a great patient experience and the best quality outcomes. After all, we are the hospital that believes exceptional care...healthier community.
This description has been designed to indicate the general nature and level of work performed by the employee within this position. However, the actual responsibilities, duties, qualifications and experience may vary. Employee may perform other related duties as required to meet the ongoing needs of the organization. Information contained in this job posting/description is subject to change.
Note: This is a non-union position
Humber River Hospital is committed to inclusion and diversity. We believe that diversity drives our culture of innovation. By bringing together a variety of different perspectives, it fuels our creative thinking, generates new ideas and creates solutions designed to address tomorrow's healthcare challenges today. We take pride in providing professional development and career advancement opportunities for our employees including minorities, women, veterans and individuals with physical and developmental disabilities. We also provide accommodation to applicants and all of our employees - from hire to retire.
Let us know what we can do to help you be successful during your recruitment experience at Humber River
Please be advised that in order to be eligible for employment at Humber River Hospital, 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 hired employee’s first date of employment Medical exemptions or any other kind of requested exemption based upon the Hospital’s obligations pursuant to the Ontario Human Rights Code will be considered on a case-by-case basis
About Humber River Hospital
CEO: Barb Collins
Revenue: $100 to $500 million (USD)
Size: 1001 to 5000 Employees
Type: Hospital
Website: www.hrh.ca
