Service Desk Coordinator

Job Description

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.

If so, take a look at this rewarding career opportunity working alongside a supportive and collaborative team of over 9,000 regulated health care and other professionals. We are amid a momentous time for health care in Ontario as we move to a more connected health care system through the Ontario Health Teams model of care.

As a Service Desk Coordinator, you will be responsible for providing technical support and service to users, which includes, but is not limited to troubleshooting 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 do we offer?

We know wellness is supported with work-life balance. In an inclusive culture committed to support your passion for continuous learning, growth, and innovation, we offer:

• Attractive comprehensive compensation packages and benefits
• Valuable development opportunities
• Membership in a world-class defined benefit pension plan
• Hybrid work environment

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
• Set up, configure client devices, user accounts, and printers, etc. Move physical hardware and wiring as required.
• Liaise with all levels of IT support as required, determine solutions and appropriate responses
• Escalate requests to higher-level support as required
• Determine the appropriate priorities for assigned project activities to support the business and overall project while dealing with multiple and often conflicting demands.
• Travel to other office sites of Home and Community Care Support Services Toronto Central including hospitals and external partners as required to provide technical support and response
• Internally, communicate 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 an Active Directory support environment
• Proficiency working/supported 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 to work varying shifts and be on call
• Demonstrated ability to work independently and accurately in the presence of frequent interruptions
• We have a mandatory COVID-19 vaccination policy. As a condition of employment, all employees are required to submit proof of COVID-19 vaccination status prior to start date

What would give you the edge?

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

Who are we?

We are Ontario Health at Home, ready to serve every person in Ontario. We partner with patients and caregivers, family physicians, hospitals, long-term care and retirement homes, service providers, and Ontario Health Teams, to deliver responsive, accessible, integrated, patient-centered care.

Why join us?

If you’re interested in driving excellence in care and service delivery, and seeking an unparalleled opportunity to lead and learn, partner and connect, care and be cared for, this is your home.

Equity, Inclusion, Diversity and Anti-Racism Commitment

Ontario Health at Home is committed to a culture of equity, inclusion, diversity, and anti-racism. We are committed to attracting, engaging, and developing a workforce that reflects the diverse communities we serve. We welcome and encourage applications from all qualified applicants. Accommodations for persons with disabilities required during the recruitment process are available upon request.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.