Careers at Niagara Health

Job Details * This vacancy is now closed *

Job Title:

SERVICE DESK ANALYST, FT

Posted Date:

2025-04-29

Closing Date:

2025-05-05

Functional Discipline:

INFORMATION AND COMMUNICATION TECHNOLOGY

Job Description

VACANCY DETAILS

VACANCY NUMBER: 40373
JOB TITLE: SERVICE DESK ANALYST, FT
STATUS: FULL TIME
DEPARTMENT: INFORMATION AND COMMUNICATION TECHNOLOGY
LOCATION: WELLAND HOSPITAL SITE
HOURS OF WORK: 75 HOURS PER PAY PERIOD

POSTING DATE: 28 APRIL 2025
CLOSING DATE: 05 MAY 2025

UNION: NON UNION
WAGE RANGE: $34.650 - $39.203 per hour

POSITION OBJECTIVE:
The Information Technology (IT) department is offering an exciting opportunity for a qualified and experienced Service Desk Analyst to join our dynamic Service Desk Team. This role is to provide a centralized, first level customer support for all hospital sites and ensure proper IT based technologies operation (including Oracle Health HIS, Microsoft based applications, Cisco Call Manager, Citrix, Remote Access, mobility devices etc.) so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools and hands-on help at the desktop level.
Additional daily tasks as assigned or activities, multi-site travel will be required. This role will take part in the On-Call rotation (1 week out of every 8).
The Service Desk's hours of operations are from 0600-2000, Monday to Friday with on-call outside of those hours. This role will participate in all 3 shifts: 0600-1400, 0800-1600, 1200-2000.

RESPONSIBILITIES:

Strategy & Planning
o Alert management to emerging trends in incidents.
o Evaluate documented resolutions and analyze trends for ways to prevent recurring issues

Acquisition & Deployment
o Deploy pre-packaged software using distribution tools and processes as requested by end users
o Assist in software releases and rollouts according to change management best practices

Operational Management
o Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
o Build rapport and elicit problem details from service desk customers
o Prioritize incidents and service requests according to defined processes to meet defined SLAs
o Escalate incidents with accurate documentation to suitable technical analyst and system administrator, when required
o Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
o Use remote tools and diagnostic utilities to aid in troubleshooting
o Research solutions through internal and external knowledgebase as needed
o Identify and learn appropriate software and hardware used and supported by the organization
o Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
o Test fixes to ensure an incident has been adequately resolved
o Develop help sheets and FAQ lists for end users
o Contribute to ICT knowledge base as needed
o Reinforce SLAs to manage end-user expectations
o Provide suggestions for continual improvement

QUALIFICATIONS:
o 3 Year Community College diploma or equivalent in relevant field such as computer technology or health information systems
o Minimum 3+ years of computer technology experience, preferably in a Microsoft environment
o ITIL Foundation certification required
o Other certifications in ITIL, Cisco, HP, Microsoft or equivalent would be an asset
o Experience with desktop operating systems, including Windows 10 & 11
o Extensive application support experience with Microsoft based applications and Web applications
o Working knowledge of a range of diagnostic utilities, including VNC, TeamViewer, Bomgar and Remote Desktop
o Previous Health Care environment experience would be an asset
o Experience with ServiceNow
o Experience in a Service Desk environment with the ability to triage and resolve issues as required
o Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes
o Experience working in a team-oriented, collaborative environment
o Proven ability to contribute to procedure creation
o Ability to conduct research into a wide range of computing issues is required
o Ability to absorb and retain information quickly
o Ability to present ideas in user-friendly, business-friendly, and technical language
o Ability to effectively prioritize and execute tasks in a high-pressure environment
o Ability to learn new areas of unfamiliar territory
o Highly self-motivated and directed
o Keen attention to detail
o Evidence of effective customer service, organizational, interpersonal, communication, leadership, judgment, critical thinking and decision-making skills
o Flexible, self-directed and able to work effectively with minimal supervision
o Consistent and regular attendance required
o Proficiency in both official languages (English and French) will be considered an asset

Questions, quoting the job posting number, may be directed to hrrecruit@niagarahealth.on.ca

At Niagara Health, we value diversity, equity and inclusion, and welcome applications from all people. We are especially interested in hearing from you if you are excited about being part of a respectful and hard-working team in the beautiful Niagara Region, have a passion for service and excellence in healthcare, have a background or related expertise in the healthcare environment, supporting patient care and providing extraordinary customer-service.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Niagara Health will provide accommodations through the recruitment process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

At Niagara Health, we are committed to advancing diversity, equity and inclusion. As a part of this work, we collect information on Ontario Human Rights Code grounds and non-Code grounds in order to: hire and retain diverse talent, prevent and/or address systemic barriers to access and opportunity, improve service delivery and programs and advance diversity and inclusion overall. All identification questions are optional and include a "prefer not to answer" option.

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