Job Posting: #904432
Position: Service Desk Analyst
Department: Information Management
Status: Permanent Full-Time
Site: The Michener Institute Hours: 35 Hours Salary: $39,204-$49,004
The Michener Institute is Canada’s only post-secondary institution devoted exclusively to the applied health sciences professions. In January 2016 the Michener Institute integrated with University Health Network and has become the Michener Institute of Education at UHN. Offering full-time, part-time, and continuing education programs, The Michener Institute is committed to providing its students with Best Experience, Best Education. Through an innovative healthcare curriculum and an engaging learning environment, The Michener Institute prepares learners to become competent and highly skilled allied health professionals.
The Information Management, Digital Solutions Team has a spot to fill on their service desk and is looking for a Service Desk Analyst who has great customer service skills, is enthusiastic about computers and devices, and is eager to grow and learn with our team.
Position Summary
The successful candidate is just starting their career or has 1-2 years of experience working on an IT Service Desk or support role in IT Operations. The Service Desk Analyst will provide service desk and technical support to staff, faculty, and students. This role involves responding to support calls on the phone, via email, in person and using a chat tool.
Responsibilities
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Serve as the first point of contact providing excellent customer service to individuals seeking technical assistance
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Perform initial troubleshooting to issues related to computer systems, software, and hardware
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Analyze and diagnose problems reported by individuals
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Provide technical assistance to incoming queries and issues through calls and tickets
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Take accountability to solve issues from start to finish.
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Answer helpdesk direct line and ticketing system, log related help requests, and route calls to appropriate team member
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Analyze, prioritize, and escalate requests
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Set up and configure equipment for use and perform proper installation of equipment, cables, operating system, and software
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Create, maintain, and update technical knowledge base and technical documentation
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Continuous learning of IM services and technologies used
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Ensure policies set in place by the Information Management team are maintained and abided by
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Identify and suggest possible improvements on procedures
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Pass on any feedback or suggestions to the appropriate internal team
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May be asked to occasionally work outside of normal working hours (i.e., weekends, evenings)
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Will be required to lift, unpack, and move equipment (i.e., desktop computers, monitors)
Must Have Skills
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Customer service oriented
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Excellent troubleshooting and problem-solving skills
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Strong verbal/written communication skills
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Proven ability to work independently
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Able to work cooperatively and collaborate with other team members
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Good understanding of computer systems and mobile devices
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Ability to troubleshoot and resolve basic technical issues
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Familiarity with Windows Operating Systems, Microsoft Office, and Active Directory
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Basic network skills, switches, cabling setup, TCP/IP, and LAN/WAN
Qualifications
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College diploma computer networking and technical support, computer programming, or a related field, or equivalent combination of education, certification, and experience.
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Certifications in ITIL, Microsoft, VMware, MS Azure, Cyber Security considered an asset
Vaccines (COVID-19) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code
Qualified applicants are invited to submit a detailed resume and cover letter.
Closing Date: Open until filled
For further information on The Michener Institute, please visit our website at www.michener.ca.
The Michener Institute is publicly funded by the Ministry of Health and is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity.
Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.
While we thank all applicants, only those selected for an interview will be contacted.