Service Desk Support

Job Description:

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.

Job Responsibilities:

• Recording, categorizing and logging requests for service using a central ticket management solution
• Provisioning, changing and de-provisioning user accounts in accordance with corporate policies and procedures
• Troubleshoot and resolve issues with Microsoft Windows operating system, Microsoft Office and health information applications.
• Upgrading existing PC Hardware and software.
• Leveraging available tools (SMS, remote support utilities, knowledge base and other sources of documentation) to resolve incidents in an efficient and effective manner
• Acting as the first point of contact for all computer and related hardware, application and telecom related requests for IT service and support.
• 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.
• Develops procedures and provides documentation for staff and users manuals.
• Resolve technical issues related to servers, computers, printers, computer peripheral devices and telecommunication devices.
• Ability to provide training to staff and users.
• 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;
• Other duties as assigned.

Job Requirements:

• Successful completion of University and/or Community College diploma in a health-related or computer technology program.
• Experience in troubleshooting Local and Wide area networks and is an asset.
• Experience with Meditech and other healthcare information applications is an asset.
• Minimum 3 years’ experience in a Technical Service Desk role is required.
• ITIL Foundation experiences and/or certification is an asset.
• 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.
• A highly developed customer-service orientation.
• Experience with troubleshooting and resolving computer hardware, printer hardware, peripherals, and E-Mail Systems issues is required.
• Excellent attendance and discipline free record required.

Job Details:

Company: Humber River Hospital

Vacancy Type: Full Time

Job Location: Brampton, Ontario, CA

Application Deadline: N/A

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