Job title: IT Service Desk Analyst- Bilingual
Company: Bayshore HealthCare
Job description: Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.
The Bilingual Service Desk Analyst provides a single point of contact and first entry point for IT Support requests from all Bayshore employees. Provides exceptional client care through support and maintenance of Bayshore’s network, desktop, laptop, telecommunication, and mobile environments. Support will be required via the various channels: email, telephone, remote and/ or onsite. Responsibilities include all aspects of IT support affiliated with break / fix issues, process improvement or service requests related to network, desktops/ laptops, applications, or systems, print support, Citrix, and information security. This
position will be based at our Mississauga Head office.
DUTIES AND RESPONSIBILITIES
- Owns the issue through to resolution including escalations, as well as follow up communication
with the end user.
- Provide exceptional client care to employees and vendors for issues or requests logged.
- Device Imaging using PXE services SCCM.
- Process and /or investigate service requests or incidents created via the ticketing tool Service
Now) according to established service level agreements (SLA)
- Support mobile devices including set up, maintenance and any troubleshooting.
- Overall end user hardware and or software installations, additions, changes, configuration,
testing, maintenance, monitoring, and troubleshooting.
- Identify and escalate priority issues in a timely manner.
- Provide end user troubleshooting and support for software applications.
- System/Application account creation/deletion/change/general maintenance.
- Organize daily workload and efficiently manage requests and issues logged.
- Looks for opportunities to improve levels of service recognizing the needs and expectations of
clients.
- Complies with all Bayshore Policies and Procedures.
- Complies with all Canadian provincial and federal privacy legislation.
- General understanding of ITIL best practices
- Performs other duties or projects as assigned.
Qualifications
SKILLS AND QUALIFICATIONS
- Proficient in French & English (Must Have)
- College Diploma or University Degree in the field of computer science and/or 2 years equivalent
work experience.
- A+ Certification
- ITIL v3 or v4 Certification (Nice to have)
- Strong knowledge of PXE imaging using SCCM
- Proficient in supporting desktop/laptop, Printers, MFPs, Scanners, mobile devices (iOS, Android)
- Strong knowledge supporting Active Directory, Citrix Director, and XenApp.
- Strong knowledge in asset management (ServiceNow is preferred)
- Strong knowledge using and supporting Office 365
- Proficient in Windows 10 and 11 OS
Other Skills and Standards
- Possess a passion/ great enthusiasm for the delivery of exceptional customer service,
exceptional telephone etiquette skills and the ability to support end users face to face and
remotely with varying levels of computer skills.
- Exceptional interpersonal skills and ability to work independently and as part of a team.
- Exceptional organizational and administrative skills with a commitment to meeting timelines
and client expectations.
- Strong analytical and problem-solving skills.
- Strong call etiquette
- Log calls and assign them a ticket number based on specific criteria and assigned staff.
- Knowledge of VPN, Intune, and Exchange, knowing the difference between Cloud and on prem
services
Expected salary:
Location: Mississauga, ON
Job date: Sun, 05 Nov 2023 04:27:18 GMT
