Company Bio

Southlake is building healthy communities through outstanding care, innovative partnerships, and amazing people. We deliver a wide range of healthcare services to the communities of northern York Region and southern Simcoe County. Our advanced regional programs include Cancer Care and Cardiac Care and serve a broader population across the northern GTA and into Simcoe-Muskoka.
Our team of nearly 6,000 staff, physicians, volunteers, students and Patient and Family Advisors are committed to creating an environment where the best experiences happen. As a recognition of our commitment to quality and patient safety, we have received the highest distinction of Exemplary Standing from Accreditation Canada.
Job Summary
Reporting to the Coordinator, Service Desk, this is an entry-level position in the Information Technology department. Ideal for someone that has recently graduated from a Computer Program from College/University., or has minimal (1-2 years) experience in an IT Service Desk environment.

The role involves providing technical support to the end users for the SHINE sites (Southlake Regional Health Centre, Stevenson Memorial Hospital at the present time). It requires utilizing the hospital’s ticketing system to review incidents and service requests to address technical issues that the hospital users are facing, as well as break/fix/deployment of new technologies such as laptops, computers, printers etc. The incumbent will be expected to resolve basic hardware, software, or network problems that get escalated.
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Qualifications

• College diploma or University Degree in the field of Computers/Technology
• 0-2 years working experience in the field of IT preferably in a Service Desk environment
• 1-2 years’ experience in customer service and/or technical support environment
• Ability to communicate verbal and written information in a clear, friendly, detailed and informative manner
• Experience with Windows operating systems (7 and 10), Apple devices, tablets etc.
• Basic understanding of domain and its services (DNS, DHCP, GPO, AD etc.)
• Familiarity with MS Office suite (Word, Excel, PowerPoint etc.) as well as Office 365
• Strong interpersonal, analytical and organizational skills
• Ability to work under pressure in a busy Service Desk environment
• Strong work ethic and Team oriented player
• Committed to expanding technical knowledge and skills while growing within the role.
• Excellent attendance record is required
• Ability to multi-task
• Reliable and trustworthy
• Typing skills (40wpm or better)

Closing Statement

As a condition of employment, you are required to submit proof of COVID-19 vaccination to the Hospital’s Occupational Health and Safety department. Successful candidates will be required to submit proof of COVID-19 vaccination (two doses) from the Ontario Ministry of Health website or other authorized source directly to the Occupational Health and Safety department. In the event that you are unable to be vaccinated as a result of a ground protected under the Human Rights Code, you may submit a written explanation of the ground and any supporting documentation to determine if you are exempt from this requirement to the recruitment team. A recruitment representative may follow up with you for further information if necessary.
At Southlake, we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live and serve, including those with disabilities. Southlake is committed to providing accommodations in all parts of the hiring process. If you require an accommodation, we will work with you to meet your needs.
It is the responsibility of all Southlake employees to work in a safe manner and promote health and safety in the workplace.
Primary Responsibilities

• Manage a team for Service Desk call centre to ensure that agreed targets are met and appropriate qualitative standards are achieved.
• Develop and implement robust processes to ensure that a high-quality service is provided to both internal and external customers.
• Implement methodologies to improve first call resolution.
• Performance the role of key user to support and maintain the incident tracking system (HEAT).
• Define robust reporting using the HEAT incident management software to ensure the early identification of product faults and ensure minimum risk to the business.
• Analyze Service Desk activity and make recommendation for increased organizational efficiency and effectiveness.
• Train Service Desk staff to ensure that support is provided in a consistent manner.
• Customer interaction and communication skills in a support environment are required
• Ensure staff coverage for the support area is in place to guarantee cover to the business.
• Review team member performance to ensure that each member can provide the best level of customer support.
• Off-hour support is required.
• Performs cross-functional duties, as assigned or requested.
• Performs other duties consistent with the job classification, as required.
• All information and systems must be treated in a Confidential manner.
• Security of all systems must be maintained at all times.

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