IT Service Desk Agent

Job title: IT Service Desk Agent

Job description: IT SERVICE DESK AGENT (3 POSITIONS)

Posting #: 923418

Union: Non-Union

Site: Princess Margaret Cancer Centre

Department: UHN Digital

Reports to: Manager, Technical Support

Hours: 37.5 hours per week

Salary: $29.61 to $37.01 per hour (To commensurate with experience and consistent with UHN compensation policy)

Status: Permanent Full-Time

Posted Date: November 9, 2023

Closing Date: December 7, 2023

The University Health Network, where “above all else the needs of patients come first”, encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of ground breaking firsts and a purpose of “Transforming lives and communities through excellence in care, discovery and learning”, the University Health Network (UHN), Canada’s largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

Transforming Healthcare Delivery – University Health Network (UHN) is Canada’s largest academic health sciences center and is affiliated with the University of Toronto. Building on the strengths and successes of our four remarkable hospitals and academic institutes: Toronto General Hospital, Toronto Western Hospital, Princess Margaret Hospital, Toronto Rehabilitation Institute, and Michener Institute, UHN brings together new tools, technologies and talent to make us an international leader in healthcare and the ideal place to build your health technology career. For more information on UHN, visit www.uhn.ca.

UHN Digital delivers information management and technology services for the entire organization and is responsible for assisting UHN staff and students in transforming lives and communities.

Position Summary

UHN has transitioned its outsourced service desk to an insourced service model. The IT Service Desk Agent will be responsible for supporting Team UHN as part of a 24/7/365 team. The successful candidate should have excellent interpersonal and conflict management skills and have a proven dedication to customer service excellence.

Duties

• Provide first level technical support through phone, email and chat to resolve end user issues and support requests
• Troubleshoot and diagnose end user issues and document details in ServiceNow
• Follow standard operating procedures through use of Knowledge articles
• Provide support for PC/MAC, laptops, printers, cell phones, tablets/iPads
• Support end users in applications such as Microsoft Office, VPN, Citrix, MDM and a variety of clinical/business applications
• Proactively recognize potential Major Incidents
• Document all steps performed in ServiceNow and ensure all fields are completed with accuracy
• Provide timely updates to end users, resolver groups and management
• Flag knowledge articles for changes/updates, where appropriate
• Complete any additional ad hoc tasks assigned
• Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contraventions of the Act, in a timely manner

Qualifications

• At minimum, completion of a 2 year community college program in computer Science/Information Technology or recognized equivalent required
• Minimum of 2-3-year experience working in an IT Support/Service Desk – Must have
• All candidates will have to be shift flexible.
• Shift work is required including nights, weekends, and/or holidays
• ITIL v3 foundation Certification – Nice to have
• Excellent interpersonal and written communication skills
• Understanding of Active Directory to unlock and reset passwords
• Knowledge of network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users
• Ability to troubleshoot and resolve email issues, specifically MS Outlook
• Active Directory knowledge (managing user accounts throughout their lifecycle, groups and OU management)
• Detailed orientated, process focused, self-motivated and the ability to multitask
• Communicates in a clear and concise manner, both written and verbal
• Self-motivated team player
• Ability to operate a personal computer and working knowledge of Windows 10, Microsoft Office and Outlook

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP

) * Close access to Transit and UHN shuttle service

• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN’s attendance management program, to be eligible for consideration.

Vaccines (COVID and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.

UHN 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. Applicants need to make their requirements known in advance. Any information received related to an accommodation will be addressed confidentially.

University Health Network thanks all applicants, however, only those selected for an interview will be contacted.

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