Service Desk Analyst

Description:

• Provide first level support to hospital staff through phone, email, self-service portal, chat, and/or directly at the front desk.
• Record, track, and document the details of incidents and requests in ServiceNow, including troubleshooting steps and actions taken.
• Receive extensive orientation and training on various applications and technologies and become proficient in assisting and troubleshooting issues with the technologies.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Identify and escalate emergent problems and major incidents via appropriate pathways based on the approved processes and procedures.
• Collaborate with other teams within the department to improve the customer experience.
• Create, review and update both customer facing and IT facing knowledgebase articles and FAQ documents.
• Participate in Problem, Incident and Change Management activities.

Here's What You'll Need

• 2+ years IT support experience, with a track record of exceptional customer service.
• Epic or other EMR experience preferred.
• Completion of post-secondary diploma/degree in an Information Technology program.
• Experience identifying and troubleshooting issues with computers, peripherals and software.
• Demonstrated effective communication and interpersonal skills, including excellent telephone etiquette.
• Experience using a modern IT Service Management tool such as ServiceNow, BMC Footprints, or Remedy.
• Strong knowledge of Microsoft based operating systems with an emphasis on Windows 10 and 11.
• Knowledge and experience of Apple Operating Systems.
• Experience with using and troubleshooting Microsoft Office applications and Office 365.
• Good understanding and strong technical knowledge of PC hardware and configurations.
• Good understanding of TCP/IP Networks.
• Experience with Active Directory User and Group management.
• Experience supporting applications delivered by Citrix Receiver/Workspace.
• Analytical and proactive approach to support.
• Planning, organization and time management.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• ITIL concepts and an understanding of its practices is critical and a certification in V4 Foundations is an asset.