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9 Jun 2022

Full-Time Service Desk Analyst – Call Center – Posted by Toronto, Ontario, Canada

Job Description

Exciting opportunity to be part of a dynamic 24/7 Service Desk call center team within the Service Management Office at SickKids Hospital. The team is focused on taking support to the next level providing increased value and service to the Hospital; with a big focus on customer service. You will have the opportunity to be exposed to various technologies in a highly sophisticated enterprise environment.

The primary activity of the Service Desk is first call resolution and triaging to appropriate L2/L3 support teams while keeping the customer up to date throughout the lifecycle of their ticket. The Service Desk at SickKids provides first level support via the telephone, using remote desktop tools and is the single point of contact for all end users.

Applicants with Epic EMR, ServiceNow®, and Hospital experience will have a tremendous advantage on being selected and being a successful addition to our team.

As a member of the SickKids family, you will have the proud satisfaction of being part of the larger hospital team whose objective is helping children in need.

Here’s What You’ll Get To Do

  • Provide first level support to hospital staff from a 24/7 Service Desk call center.
  • Record, track, and document incidents and requests, including troubleshooting steps and actions taken.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Adhere to processes and service level agreements.
  • Perform post-resolution follow ups with Level 2/3 teams as required.
  • Escalate issues and flag risks to the Service Desk Manager.
  • Develop knowledgebase articles and FAQ documentation.
  • Assist in Problem, Incident and Change Management activities.

Here’s What You’ll Need

  • 5+ 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 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 7 and 10.
  • 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, including User and Group management.
  • Experience with Citrix support.
  • 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.

Employment Type: Full-time, Contract with Benefits. Must be able to work different shifts, evenings, weekends, and overnight, as this is a 24/7 operation.

How to Apply

To apply, please visit The Hospital for Sick Children (SickKids) website:

Job Types: Full-Time.

Job expires in 28 days.

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