Service Desk Analyst

Company Description

Position: Service Desk Analyst

Department: Information Management

Status: Permanent Full-Time

Site: The Michener Institute

Salary: $42,203.47 - $52,754.34 per annum

Hours: 35 hours per week

The Michener Institute of Education at UHN is Canada's only post-secondary institution devoted exclusively to healthcare professions, offering full-time, part-time and continuing education programs. For more than 65 years, Michener has prepared generations of professionals for applied health careers and responded to emerging health system priorities. We're uniquely situated within University Health Network (UHN) in downtown Toronto, one of the largest and most highly ranked hospital systems in Canada and internationally. Our curriculum is informed by cutting-edge research and clinical innovations, giving Michener graduates an advantage as they begin their careers. At Michener, we make healthcare happen.

If you want to work with a team of professionals dedicated to the advancement of applied health sciences to enhance the health of individuals and communities in Ontario and beyond, we encourage you to apply for the Service Desk Analyst position with The Michener Institute.

Job Description

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

1. Serve as the first point of contact providing excellent customer service to individuals seeking technical assistance
2. Perform initial troubleshooting to issues related to computer systems, software, and hardware
3. Analyze and diagnose problems reported by individuals
4. Provide technical assistance to incoming queries and issues through calls and tickets
5. Take accountability to solve issues from start to finish
6. Answer helpdesk direct line and ticketing system, log related help requests, and route calls to appropriate team member
7. Analyze, prioritize, and escalate requests
8. Set up and configure equipment for use and perform proper installation of equipment, cables, operating system, and software
9. Create, maintain, and update technical knowledge base and technical documentation
10. Continuous learning of IM services and technologies used
11. Ensure policies set in place by the Information Management team are maintained and abided by
12. Identify and suggest possible improvements on procedures
13. Pass on any feedback or suggestions to the appropriate internal team
14. May be asked to occasionally work outside of normal working hours (i.e., weekends, evenings)
15. Will be required to lift, unpack, and move equipment (i.e., desktop computers, monitors)

Qualifications

1. College diploma in computer networking and technical support, computer programming, or a related field, or equivalent combination of education, certification, and experience.
2. Certifications in ITIL, Microsoft, VMware, MS Azure, Cyber Security considered an asset.

Closing Date: April 24, 2025

Qualified applicants are invited to submit a detailed resume and cover letter.

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.

We offer accommodation for applicants with disabilities during 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.