Digital Health
Location: 70 O'Leary Avenue

Service Desk Analyst I
Digital Health - SERVICE DESK
Permanent Full-time

Hours 70 (8 hours; Days, On-Call)
Salary (CAD $49,267.40 - CAD $54,727.40)
Competition Number VAC0005359
Posted Date 2024-12-17
Closing Date 2025-01-03
Demands, duties, qualifications We are currently looking for a permanent, full time Service Desk Analyst who will be responsible for monitoring workflow and identifying and implementing opportunities for improvement. In this position you will:

• Identify, analyze, and recommend computer support, hardware, and application software problems.
• Recommend solutions to provide end users with a secure and stable computing environment, and coordinates implementation of same.
• Assist in the development and provision of IT related in-service training/orientation for end users and technical training for IT staff.
• Provide consultation, advice, and other computer support services to end users.
• Develops, catalogue, and update system and user documentation, oversee desktop/mobile asset management, availability, backups, and security.
• Proactively monitor desktop and mobile hardware/software, industry trends and directions and then assess and report on relevance and positioning required by the organization to address same.
• Consult with external vendors as necessary for resolution of issues.
• Manage escalations, critical incidents, and interdepartmental relationships with a mind toward incident resolution.
• Meet regularly with business units to review open incidents and changes to ensure all items have been escalated appropriately for resolution.
• Research closed incidents for trends of potential problems following defined problem management processes.
• Track requests for reports and ensure they are completed in a timely manner.

Please note that the successful candidate will be required to be available for a shared on-call rotation.

About You
Your education and experience include:
• Diploma in information technology or a related field.
• Minimum of five years experience providing technical customer service and operational support.
• Knowledge and experience of Incident, Change and Problem management disciplines - particularly as part of an ITIL environment.
• ITIL certifications would be an asset, but not required.

You have the following skills and abilities:
• Strong customer / client service skills.
• Aptitude for learning software quickly and with minimal instruction.
• Excellent communication and interpersonal skills.
• Ability to work both independently (with minimal supervision) as well as part of a team.
• Effective time management and organizational skills with the ability to meet deadlines as required.
• Sound analytical skills with the ability identify trends.
• Research problems to find and documents resolutions.

Demonstrated equivalencies may be considered.