Position Summary:

The Information & Technology Service Management Department is focused to:

• Enable patients and families to stay connected, involved and informed in their care,
• Make it easier to make informed decisions and do the right things,
• Provide technologies and tools that make work easier, more efficient and productive,
• Enable communication and collaboration internally and externally with system partners, and
• Enable the integration and sharing of information with regional care delivery partners.

The Service Desk Support role contributes to the ITSM focus by providing those needing support with fast, effective, and courteous assistance. The role effectively acts as ‘first contact’ for our user community when they reach out for support. As such, Service Desk Support staff are the first to hear when someone experiences technology failing to make it easier to work, collaborate or share information. They are the first to attempt to remediate the reported issue, and failing an immediate fix, they collect the necessary detail and escalate issue to the most appropriate ITSM team member. Because they are the first line of support, they provide a vital role to the quality of our service delivery by monitoring caller satisfaction and provide insight into emerging support trends.

The Service Desk Support position responsibilities include customer call processing, initial incident assessment and triage, information collection and recording, immediate resolution incidents in-scope for the role and escalation/routing of out-of-scope incidents.

The Service Desk Support person is part of a team that provides services to the Guelph General Hospital, Groves Memorial Community Hospital and North Wellington Health Care hospital sites.

Reporting to the Manager Technical Services, Service Desk Support persons may interact daily with any level of the organization and must work closely with the ITSM team as an integrated services delivery organization.

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Qualifications, Experience, Skills and Abilities:

• College diploma or University Degree in a relevant technology support field and/or
• 2+ years’ relevant experience in providing technical support role
• Desktop and printer hardware maintenance experience
• Desktop operating system experience
• Networked environment experience
• Advanced Microsoft Office experience
• Effective communication and interpersonal skills
• Excellent telephone etiquette, professional, friendly & courteous
• Excellent verbal and written communications
• Demonstrated ability to work independently and in a self-directed manner as well as collaboratively within a team in a fast-paced and ever-changing environment
• Demonstrated commitment to excellent customer service when interacting with patients, families, colleagues and physicians