Description:
Are you passionate about helping others solve technical challenges? Do you want to be part of a team that directly supports healthcare professionals providing care to children and families? If so, this may be the perfect opportunity for you.
We are looking for a Junior Service Desk Analyst to join our dynamic, 24/7 Service Desk team within the Service Management Office at The Hospital for Sick Children (SickKids). Our team is the first line of support for the hospital's IT needs, and we take pride in delivering exceptional service that helps keep critical systems running smoothly. This function is very important within the SickKids hospital operation as it ensures that healthcare professionals can provide uninterrupted care to children and families.
In this role, you'll gain hands-on experience with a wide range of technologies in a highly collaborative and complex enterprise environment. It's a great opportunity to grow your technical skills, build a meaningful career, and make a real difference every day.
Candidates with experience using Epic EMR, ServiceNow, or prior hospital-based IT support will have a strong advantage and be well-positioned for success in this role.
Here's What You'll Get To Do
- Provide first-level technical support to hospital staff via phone, email, self-service portal, chat, and in-person at the Front Desk, using approved troubleshooting, resolution, and triage documentation.
- Accurately log, track, and document incidents and service requests in ServiceNow, including detailed records of troubleshooting steps and resolution actions.
- Participate in comprehensive orientation and ongoing training to become proficient in supporting various applications and technologies used across the hospital.
- Perform basic level of hands-on fixes, installations, and updates to devices and software.
- Identify and escalate critical issues and major incidents through appropriate channels in accordance with established procedures.
- Collaborate with internal teams to improve overall service delivery and enhance the end-user experience.
- Contribute to the development and maintenance of knowledge base articles and FAQs for both customers and IT staff.
- Draft formal communications for planned and unplanned service outages and updates, ensuring clear and effective messaging to a large audience.
- Support and participate in Problem Management, Incident Management, and Change Management activities following IT Service Management best practices.
- Provide after-hours support for Facilities Call Center activities, assisting employees and helping to create appropriate work orders.
Here's What You'll Need
- Diploma or degree in Information Technology or a related discipline.
- Minimum of 2 years of experience in an IT support or service desk role.
- Strong analytical and problem-solving skills, with proven ability to troubleshoot computer hardware, software, and peripheral issues effectively.
- Excellent communication and interpersonal skills, with strong phone and email etiquette.
- Ability to prioritize and manage tasks efficiently in a fast-paced, high-pressure environment.
- Demonstrated commitment to equity, diversity, and inclusion.
- Self-motivated, collaborative, and eager to learn and grow within the role.
- Respectful of others regardless of skill levels or backgrounds, with a detail-oriented yet patient approach, especially towards callers.
- Empathy towards the circumstances of the callers and resilience in handling challenging situations.