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Mackenzie Health SERVICE DESK ANALYST in Richmond Hill, Ontario

Service Desk Analyst - ICAT

Temporary Full Time (For Approx. 12 months)

There’s never been a better time to join Mackenzie Health! As we prepare to open our state-of-the-art Cortellucci Vaughan Hospital, and continue to operate Mackenzie Richmond Hill Hospital, we have several opportunities available for a Service Desk Analysts who share our commitment to quality, patient-centred care. Ultimately, this is where you want to be.

As part of the Service Desk team, the Service Desk Analyst will be the first-point of contract for ICAT end-user support across the organization using Incident Management and Request Fulfilment processes supporting our standard suite of software, hardware, telephone, and mobile services.

The primary goal of this role is to provide an exceptional user experience for all MH users across multiple sites. Proven customer service and communication skills, problem-solving ability, and knowledge of end-user computing devices/software are critical to successful performance in this role.

Contribute to safe, quality care by

  • Managing a workload effectively in a fast-paced environment.

  • Addressing and resolving issues in a productive, respectful manner.

  • Exercising sound professional judgment and using best practice guidelines.

  • Contributing to a safe, inclusive environment for all through compliance with patient and staff safety policies and procedures.

What must you have?

  • College diploma in Information Technology or equivalent combination of education and experience required

  • 1 to 2 years’ experience with Microsoft Windows 10 configuration, support and troubleshooting

  • 1 to 2 years’ experience with Office 365, Teams, SharePoint end user support

  • 1 to 2 years’ experience with Citrix end user support

  • 1 to 2 years’ experience with Active Directory and Unified Communications support

  • 1 to 2 years’ experience with end-user support and troubleshooting in complex, multi-site, and 24/7 environment

  • 1 to 2 years’ experience with Mobile Device support (Android/iOS). Mobile Device Management experience;

  • Intermediate experience with Service Now or comparable Information Technology Service Management (ITSM) ticketing systems.

  • Have valid Ontario Driver’s License and access to a vehicle, as travel to any MH site may be required (during, or after-hours)

  • Must be able to help facilitate computer placements, equipment movement, and complete all computer installations and associated tasks on an individual basis, including during on-call hours.

  • Available to work outside of normal business hours in a 24/7 hospital environment and after-hours on-call are required.

What else do you bring?

  • Effective oral and written communication skills are essential, along with efficient and accurate typing skills

  • Proven exemplary customer service experience, experience working directly with customers providing technical software and hardware support

  • Proven ability to work in a team environment, especially with diverse technologies and user groups

  • Ability to analyze, evaluate and solve problems of a difficult process or technical nature with strong interpersonal and troubleshooting skills

  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a 24/7 hospital environment.

  • Ability to enthusiastically adopt modern Information Technology and Systems and solutions

  • Effectively uses empathy in interactions with others.

  • Models behaviour that is aligned with the values of Mackenzie Health – Excellence, Leadership and Empathy.

  • Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.

  • Effectively uses empathy in interactions with others.

  • Proven attendance record.

  • Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.

  • Ability to perform the essential duties of the job.

  • Effectively uses empathy in interactions with others.

  • Demonstrates behaviours consistent with Mackenzie Health’s Commitment to Caring and values – Excellence, Leadership and Empathy.

  • Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.

Preferably, your profile also includes:

  • At least 2 years of experience working in Service Desk or IT support environment, supporting a minimum of 1,000 users preferred.

  • ITIL Foundations certification or training preferred.

  • A+ and MCP Certifications preferred.

*You may be required to work at any site of Mackenzie Health

Competition Number: 2020-4092

Department: INFORMATION COMMUNICATION AUTOMATION & TECHNOLOGY

Shift: Days, Evenings, Nights, Weekends

Job Title: MANAGER, SERVICE DESK

Street: 10 Trench Street

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