Client Services Analyst (TFT 1.0 FTE)

The Client Services Analyst’s role based in Ottawa to provide support for The Royal’s user community. This includes receiving, prioritizing, documenting, and actively resolving end user issues and requests. Problem resolution may involve the use of diagnostic and help request tracking tools. That position will provide technical support to the entire organization remotely or in person including managing Active Directory Accounts.

• Provides operational support related to The Royal’s supported technical environment (Desktop, Network, Clinical and Administrative).
• Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.
• Supports users on the telephone and accessing user’s systems remotely.
• Records, tracks, and documents all actions taken on customer requests, through to final resolution.
• Analyzes, triages and schedules problem resolution activities. Re-assigns problems (when required) to the appropriate specialty or vendor support group.
• Experience with resolving escalated tickets.
• Performs post-resolution follow-ups to help requests.
• Performs other duties as required.
• Works in a manner that is in compliance with staff and patient/client safety practices, policies and procedures of the Royal.
• Ensure a work environment that is conducive to The Royal’s Anti-Racism, Harassment & Discrimination Free Workplace policy.
• Other duties as assigned.

• 2 Year College diploma or university degree in the field of computer science with at least six (6) months to one (1) year of experience.
• Working Knowledge of a Microsoft environment (Active Directory) Domains and Group Policy and a good understanding of LAN and WAN environments.
• Experience with Microsoft Exchange and Outlook.
• Knowledge of computer hardware and software.
• Working knowledge of desktop and server operating systems.
• Experience with different wireless technologies.
• Knowledge of Hospital Operations, an asset.
• Demonstrated ability and initiative to independently stay abreast of current and emerging information technology trends.
• Demonstrated skill in problem solving and troubleshooting computer hardware, software and network connectivity.
• Excellent written and oral communication skills.
• Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Ability to work independently and as part of a team.
• Highly self-motivated and directed.
• Keen attention to detail.
• Demonstrated ability to exercise good judgment, discretion and maintain confidentiality.
• Exceptional customer service oriented.
• Proven track record of ability to work in confidence across all levels of a highly dynamic organization.
• Available to work after hours, on-call, in a rotation with other Analysts.
• Available to work overtime as required.
• Complete other tasks and duties as requested through IT Management.
• English level A- is mandatory in oral expression, oral comprehension, reading and writing. Bilingual (French/English) is preferred.