Job Description:
Royal Victoria Regional Health Centre (RVH) Regional Digital Health is seeking a highly motivated and organized Service Desk Analyst (co-op student) with a passion for technology and customer service.
In this role, you will support Regional Digital Health (RDH) team, that provides support to customers across the Regional Digital Health partners (Collingwood General and Marine Hospital, Georgian Bay General Hospital, Headwaters Healthcare Centre and Royal Victoria Regional Health Centre and others). This role offers the opportunity to work in a dynamic environment alongside skilled and innovative professionals committed to delivering exceptional technology solutions.
Reporting To: Service and Program Manager
The Service Desk Team provides first-level technical support and aims for first-call resolution of issues related to computers, mobile devices, printers, software, and other end-user systems. Serving as the primary point of contact for staff and physicians at Royal Victoria Regional Health Centre (RVH) and Georgian Bay General Hospital (GBGH), the analyst handles IT requests through phone, email, the ticketing system, and in-person support.
The Service Desk Analyst (co-op student) will have hands-on technical experience with PCs, phones, audio-visual equipment, and Patient Services Entertainment Systems (PSES). Specialized expertise in printer repair, installation, maintenance, and troubleshooting—across both desktop and floor-model multi-function devices (e.g., Ricoh, HP, Canon, Lexmark)—is essential.
Job Description:
- Deliver a balance of superior customer service and technical support through professional, comprehensive, and timely communication for all incidents and service requests
- Strong communication skills with the ability to deliver empathetic, user-focused support via phone and email to users with varying levels of technical understanding.
- Learn about and support a wide range of computing technologies, such as hardware (desktops, laptops, phones, tablets, peripherals and printers), audio/visual equipment, Wheels on Wheels and Medication Carts repairs, software, RDH 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
- 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
- Ability to coordinate and communicate effectively with other Digital Health employees, other departments, and business partners to maintain high service levels
- Able to understand and demonstrate RVH culture, mission vision and values
- Ensures RVH and RDH 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 user guides, technical documentation, workflow and knowledge base articles
- Able to understand and demonstrate RVH culture, mission vision and values.
- Participates in special projects to contribute to continuous improvement and team effectiveness
- Performs other duties as assigned
Job Requirements:
- Proficiency with computer hardware and desktop software
- Proficiency with computer troubleshooting analysis, critical thinking and problem-solving skills
- Ability to learn multiple applications and systems
- Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations with high clinical priority
- Ability to effectively communicate via telephone and email
- Knowledge of networking configurations, installation, and maintenance
- Ideal candidate has knowledge and experience with end user support with Microsoft Windows 10 and 11, and Microsoft Office 365
- Ability to work independently or in a team environment
Health and Safety Responsibilities:
Adheres to Occupational Health & Safety responsibilities under Section 28 of the Occupational Health and Safety Act including:
- Works in compliance with the provisions of the Occupational Health and Safety Act and the regulations;
- Uses or wears the equipment, protective devices or clothing that the worker’s employer requires to be used or worn;
- Reports to his/her supervisor the absence of or defect in any equipment or protective device of which the worker is aware and which may endanger himself, herself or another worker; and
- Reports to his/her supervisor any contravention of the Occupational Health and Safety Act or the regulations or the existence of any hazard of which he/she knows.
Participates in a culture of safety which encourages prevention, reduces errors and safeguards patients from harm.
Completes the Ontario Ministry of Labour “Worker Health & Safety Awareness in 4 Steps” training, and provides proof of completion.
Working Conditions:
On-site presence is required. Candidates must have reliable transportation as travel to support partner hospitals may be required.
Physical Demands:
This role requires the ability to lift and push up to 10–15 lbs. and safely use a 3–4-step ladder to access shelving and equipment.
