barrie, on service desk analyst network/security Jobs – 2 Openings This Week

Service Desk Analyst
Royal Victoria Regional Health Centre —Barrie, ON
- $36.56–$42.75 an hour
- Computer science
- Computer Science
- Windows
4h

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Service Desk Analyst

Royal Victoria Regional Health Centre -
Barrie, ON

Apply Now

Job details

$36.56–$42.75 an hour
4 hours ago

Qualifications

Computer science
ITIL Certification
Computer Science
Enterprise software
Microsoft Exchange
Windows
Microsoft Office
Presentation skills
Bachelor's
Computer hardware
CompTIA Network+
Computer networking
College diploma
Citrix
Active Directory
CompTIA A+
Help desk
Information Technology

Full job description

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

Apply Now

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