Service Desk Analyst

Mackenzie Health; Richmond Hill; On-site; CAD 55,000 - 75,000; Full time

Job summary

Mackenzie Health is seeking an on-site Service Desk Analyst to be the first point of contact for end-user IT support across our sites. You will handle incidents and requests, troubleshoot via phone, email, and tickets, and provide on-site assistance when needed.

Ideal candidates have 1–2 years in a fast-paced 24/7 Service Desk, strong knowledge of Windows 10, Microsoft 365, VMware, Active Directory and Azure, and solid customer service skills.

Qualifications

• College diploma in Information Technology or equivalent
• Valid Ontario Driver’s Licence and access to a vehicle
• 1–2 years experience in a fast-paced 24/7 Service Desk environment, preferably in healthcare

Responsibilities

• Provide timely and effective end-user support across multiple sites
• Troubleshoot and resolve IT issues via phone, tickets, and email
• Provide onsite support when remote resolution is not possible
• Document all interactions and resolutions in the ServiceNow system
• Escalate complex issues to appropriate IT teams
• Collaborate with teammates to resolve escalated problems
• Perform account administration tasks (creation, modification, deactivation)
• Complete other duties as assigned

Skills

Windows 10 support

Microsoft 365

VMware end-user support

Active Directory

Azure

Mobile device support

ServiceNow ITSM

Networking basics

Customer service

Team collaboration

Education

College diploma in Information Technology

Tools

ServiceNow

VMware

Job description

Job Description

As part of the Service Desk team, the Service Desk Analyst will be the first‑point of contact for ICAT end‑user support across the organization using Incident Management and Request Fulfilment processes supporting our standard suite of software, hardware, telephone, and mobile services. The primary goal of this role is to provide exceptional technical support for all MH users across multiple sites. Proven customer‑service and communication skills, problem‑solving ability, and knowledge of modern end‑user computing devices/software, various Microsoft applications and virtual computing environment like Citrix and VMWare are critical to be successful in this role.

This is a fully on‑site role and requires the incumbent to be available to work any shift between 6:00 AM and 8:00 PM any day of the week, including weekends and holidays. Participation in rotational on‑call after‑hours coverage is mandatory and the analyst may also be required to work outside of normal shift hours on short notice.

Contribute To Safe, Quality Care By

• Provide timely and effective support to end‑users, addressing IT issues.
• Troubleshoot and resolve technical problems via phone, incoming tickets, and email.
• Provide onsite support when required to resolve issues that cannot be addressed remotely.
• Receive, prioritize, and resolve support tickets within established service level agreements (SLAs).
• Document all interactions and resolutions in ServiceNow ticketing system for future reference and continuous improvement.
• Escalate unresolved or complex issues to other relevant IT teams.
• Collaborate with team members to find effective solutions to escalated problems.
• Perform account administration tasks, including user account creation, modification, and deactivation.
• Perform other duties as assigned.

What must you have?

• College diploma in Information Technology or equivalent combination of education and experience, required.
• Valid Ontario Driver’s License and access to a vehicle, as travel to any Mackenzie Health site may be required.

What else do you bring?

• Minimum 1 to 2 years experience working in a fast‑paced 24/7 Service Desk team, preferably in a Health Care environment.
• Hands‑on experience with Windows 10 support and troubleshooting; Microsoft 365 (Outlook, Teams, OneDrive, SharePoint); VMware end‑user support; Active Directory and Azure account management; Android and Apple mobile device support.
• Intermediate experience with ServiceNow or comparable ITSM ticketing systems.
• Good understanding of various computer networking technologies.
• Must be able to facilitate computer placements, equipment movement, and complete all computer installations and associated tasks on an individual basis, including during on‑call hours.
• Available to work outside of normal business hours in a 24/7 hospital environment and after‑hours on‑call are required.
• Effective oral and written communication skills, accurate typing skills.
• Proven exemplary customer service experience, experience working directly with customers providing technical software and hardware support.
• Proven ability to work in a team environment, especially with diverse technologies and user groups.
• Ability to analyze, evaluate and solve problems of a difficult process or technical nature with strong interpersonal and troubleshooting skills.
• Self‑motivated and directed, with the ability to effectively prioritize and execute tasks in a 24/7 hospital environment.
• Ability to enthusiastically adopt modern information technology and systems and solutions.
• Ability to perform the essential duties of the job.
• Proven attendance record.
• Demonstrates understanding and compliance with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
• Effectively uses empathy in interactions with others.
• Demonstrates behaviours consistent with Mackenzie Health’s Commitment to Caring and values – Excellence, Leadership and Empathy.
• Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.

Preferably Your Profile Also Includes

• ITIL v4, A+ and any other entry‑level IT certifications are highly desirable and will be considered an asset.
• May be required to work at any site of Mackenzie Health.

Mackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.