Service Analyst, Client Support - Information Systems Technical

Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. SHN is the recipient of the Excellence in Diversity and Inclusion Award, from the Canadian College of Health Leaders, for our work led by the Organizational Development and Diversity Department on our Leading edge Communities of Inclusion, Inclusion Calendar and our innovative Health Equity Certificate programs. We are also proud to be named Canada’s Most Admired Corporate Cultures for 2023! Learn more at shn.ca

Job Description:

Reporting to the Manager, Technology Infrastructure, and as per direction from the Service Desk Lead, the Service Analyst II will assist in the overall support of technology deployed and available to the end-user community with a focus on customer service excellence along with the customer experience at mind. This role will oversee and coordinate the effective use of desktop corporate hardware, applications or software systems. This position will also assist with the on-going development of knowledge content, conduct & support various training initiatives, and recommend opportunities that serve to move the Organization and its employees forward in experiencing efficiencies as well as improving productivity, while ensuring compliance and best practices are upheld. The Service Analyst II will also service as ‘Subject Matter Expert’ on Cloud Platforms (Office 365, Outlook 365, SharePoint 365, MS TEAMs, etc) and also be considered an Advanced User of core Corporate Systems in order to also assist/respond to requests for technical assistance.

Responsibilities:

TECHNICAL SUPPORT
• Provide Tier II Technical support for all corporate hardware, software, peripherals, mobile devices, and other various IT Services
• Act as Subject Matter Expert on critical business systems/software and act as escalation point for incident or problem escalation
• Provide assistance to Service Desk Team where/when required in day-to-day coordination, guidance and support for technical issues requiring advanced knowledge of Corporate standard core systems or Cloud (SaaS) Platforms (Office 365)
• Assist Service Desk Team with Telephone Support Efforts when/where required (ie. Major Incident, during staff shortages, etc)
• Act as Primary support contact for Senior Leadership/Management Team or Provide White-Glove support service(s) and/or Technical Assistance to Senior Management when/where required
• Provide Proactive support to Satellite locations to pre-empt service outages
• Provide afterhours Oncall Support

INFORMATION TECHNOLOGY TRAINING
• Support Digital Services development of best practices to support training and learning management strategies
• Ensure the best use of available corporate technology, working with internal partners to leverage available resources
• Develop training or knowledge content and deliver training sessions for corporate standard systems/software where required
• Conduct Employee Orientation sessions where required
• Conduct White-Glove Orientation Sessions or refresher sessions for Senior Management and respective administrative staff
• Continually develop and review training/knowledge deliverables such as Users Manuals, Resource Materials, Process Diagrams, FAQ’s, Knowledge-base Articles, Training Videos, etc.
• Support internal teams with training initiatives by processing and responding to a variety of inquiries and service requests, while adhering to corporate practices and standards
• Work with, and support the Service-Desk Coordinator with the preparation and presentation of staff training as required

CORPORATE SHAREPOINT ADMINISTRATOR
• Liaison with Business Units regarding SharePoint needs
• Provide Knowledge transfer and refresher Training to Assist Business Unit SMEs/Admins when/where required
• Respond to Technical Support requests regarding SharePoint Office 365
• Liaison with Vendors to Build/Develop SharePoint Sites and/or SharePoint Web Apps as required/requested from Business Units

Requirements:

• Completion of a 3-year Diploma in computer technology, information systems, engineering, or a related field
• Minimum of 5 years’ experience in a technical support role within Office 365 environment with experience created knowledge content
• Advanced skills in Technical Writing
• Demonstrates excellent communication and interpersonal skills (both written and verbal)
• Demonstrates excellent organizational, prioritization and time-management skills
• Demonstrated excellent problem solving and decision making skills
• Demonstrates a commitment to customer service when dealing with patients, colleagues and volunteers and other members of the community and public
• Demonstrates values consistent with SHN’s Code of Conduct and is committed to fostering a healthy and positive work environment in accordance with Health & Safety policy and legislation.
• Utilize protective equipment provided and identify and reports hazards
• Engages in ethical conduct and strives to understand and appreciate the diversity of our patient/staff population and community
• Excellent work performance and attendance

Asset:

• Completion of a Bachelor’s Degree in computer technology, information systems, engineering, or a related field
• Microsoft Certified Solutions Associate (MCSA)
• CompTIA A+ certification
• CompTIA Network+ certification
• CompTIA Security+ certification
• MCSA: Windows 10
• MCSE: Desktop Infrastructure
• Technical Writing certificate

Accommodation and Diversity Statement:
Scarborough Health Network (SHN) embraces and celebrates our community’s unique multicultural heritage and diversity. SHN is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike.
We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, nation of origin, genetics, disability, age, veteran status, marital or family status, belief system, or other factors related to one’s personal identity and/or values.
We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

Learn more about our exciting opportunities by following SHNCareers on Instagram, Twitter, and Facebook.