Service Desk Coordinator

CARE AND BE CARED FOR – THIS IS YOUR HOME

Are you an experienced Service Desk Coordinator seeking a rewarding career that cares for others, in an organization that cares for you? You’re looking in the right place.

As a Service Desk Coordinator, you will be responsible for providing technical support and service to users, which includes, but not limited to trouble-shooting and resolving issues, routine equipment maintenance and installation. By applying your information technology experience – you will have the opportunity to play a key role in providing connected, accessible, patient-centred care – and be supported by our collaborative team that includes over 8,000 regulated health care and other professionals.

As a valued team member, your mission will be to help our patients be healthier at home, while you benefit from our supports for professional growth, personal wellness and work-life balance.

What will you do?

• Receive requests from users concerning hardware/software problems and other relevant issues and log in ticketing system to troubleshoot and analyze
• Close service requests with detailed information of the resolution documented in the ticketing system
• Document work-arounds and solutions, and update the IT knowledgebase
• Setting up, configuring, client devices, user accounts, and printers, etc. Moving physical hardware and wiring as required.
• Liaises with all levels of IT support as required, determines solutions and appropriate responses
• Escalates requests to higher level support as required
• Responsible for determining the appropriate priorities for assigned project activities to support the business and overall project while dealing with multiple and often conflicting demands.
• Travels to other office sites of Home and Community Care Support Services Toronto Central including hospitals and external partners as required in order to provide technical support and response
• Internally, communicates with other employees in other divisions/departments throughout Home and Community Care Support Services to obtain, clarify and discuss information required in performing the duties of the job. Externally, this position will have contact with a range of stakeholders on behalf of the Business including external vendors and consultants.

What must you have?

• Program completion in a community college or technical college in a related discipline
• Minimum of one (1) year experience working in a Active Directory, support environment
• Proficiency working\supporting in a Windows environment using Microsoft Office applications
• Ability to maintain confidentiality, recognize sensitivity and exercise good judgement, discretion and accountability in all aspects of the Service Desk Coordinator role when dealing with colleagues and management
• Ability work varying shifts and On Call
• Demonstrated ability to work independently and accurately in the presence of frequent interruptions

What would give you the edge?

• MCP, A+, ITIL certification an asset
• Valid Driver’s License with unrestricted access to a vehicle is preferred

What do we offer?