Job Description:
The Service Desk Analyst aims to provide first call resolution and support to customers with break fix issues and questions related to system hardware or software. The Service Desk is the first point of contact for Royal Victoria Regional Health Centre employees and physicians regarding their Information Technology needs, system issues and service requests. The Service Desk Analyst is responsible to support the needs for all information technology services and ensures that all incidents and service requests are documented and resolved as quickly and as cost effectively as possible. The Service Desk Analyst works directly with our staff and physicians as our customers through phone, e-mail, ticketing system and in-person. The Service Desk Analyst identifies, researches, and resolves support requests. The Service Desk Analyst relies on established policies and procedures to perform many functions of the job and escalates to Level 3 as required.
Essential Job Functions:
- Deliver a balance of superior customer service and technical support through professional, comprehensive, and timely communication for all incidents and service requests
- Analyze incident and service request data to improve the quality of products and services, and increase the efficiency and effectiveness of services delivered
- Learn about and support a wide range of computing technologies, such as hardware (desktops, laptops, phones, tablets, peripherals and printers), audio/visual equipment, software, RVH clinical systems, supporting software, technologies, network, storage and infrastructure.
- Accurate incident/service request documentation, tracking and follow up to resolution
- Professional work ethic, including exceptional punctuality and attendance, with the ability to meet commitments and deadlines and take ownership of problems
- Provides assistance to other Informatics and Technology Services employees as needed including large IT projects, tasks and system upgrades
- Independently sets up and configures new user workstations with minimal instruction and supervision, accurately inventory new/existing equipment
- Follows mandatory company policies to ensure the highest levels of system and network security
- Follows up on existing incidents/service requests to ensure satisfactory and timely resolution
- Ensures Service Desk Policies and Processes are adhered to, in improving customer confidence and satisfaction, e.g. response time, documentation management, privacy and confidentiality and technical standards
- Creates and maintains technical documentation, presentation material, workflow and knowledge base articles
- Increase IT efficiency by making recommendations to current processes and policies
- Ability to coordinate and communicate effectively with other Information Technology employees, other departments, and business partners to maintain high service levels
- Able to understand and demonstrate RVH culture, mission vision and values
Education:
- Community College diploma, 2 years with focus on computer science or equivalent or undergraduate degree in information technology, computer sciences and/or technology engineering preferred
- A+ Certification, Network+ or MSSE Certification highly desired
- ITIL certification preferred
Experience:
- 2 year experience in a similar role, providing IT technical support in an enterprise organization
- Preference will be given to candidate with a minimum of 1 year experience in Health care and/or supporting large enterprise environments
- Help Desk experience in a Windows Environment required
Competencies:
- Proficiency with computer hardware and desktop software
- Proficiency with computer troubleshooting, analysis, critical thinking and problem solving skills
- Ability to easily learn multiple applications and systems
- Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations with high clinical priority
- Ability to work with external vendors for support and service
- Ability to effectively communicate via telephone and email
- Knowledge of networking configurations, installation, and maintenance
- Understanding of manipulating shared folder permissions
- Experience working with Enterprise systems, Active Directory, Microsoft Exchange, Citrix and virtualized environments
- Knowledge of Microsoft Windows 7, 8 & 10 and Microsoft Office 2010/2013
- Professional and effective presentation skills
- Ability to quickly adapt to advancing technologies and procedural changes in a fast paced environment
- Ability to work independently or in a team environment
- Attention to detail and great organization skills are critical
- Familiarity commonly used concepts, practices, and procedures within the Information Technology field
