Non-UnionLAKERIDGE HEALTHSERVICE DESK ADMINISTRATORINFORMATION TECHNOLOGYFULL TIMEDay/Evening schedule; 8 hour shifts (subject to change)Lakeridge Health OshawaSALARY: $33.63 - $42.027 per hourUNEX-2200001866This position is open to all qualified staff throughout Lakeridge Health commencing July 4, 2022 and closing at 11:59 pm on July 11, 2022. The Service Desk Administrator's role is to oversee the entire IT Service Management (ITSM) process, Service Desk staff and ensure that end users are receiving the appropriate assistance. The Service Desk Administrator, Information Technology, reports directly to the Information Technology Operations Manager and has a working relationship with the whole IT Leadership team. The Service Desk Administrator is responsible for ensuring that the overall IT Services are delivering high quality, safely and consistently on a daily basis; supervising team members to deliver services that are patient-centered, timely and efficient. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user service requests, and will provide end to end workflow management, including the monitoring, tracking, and coordination of Service Desk workflows and functions. The Service Desk Administrator will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.DUTIES & RESPONSIBILITIES:" Establish and enforce Service Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes." Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems." Assist the I.T Leadership team with performance appraisals of Service Desk staff; day to day management of Service Desk Analysts, administer break schedule, and ensuring adequate coverage when necessary." Provide a friendly and professional point of contact for end users for any concerns, queries, and escalations" Liaison and work with all IT Team members to implement and refine IT Service Management processes. " Monitor and act on improving quality of service." Carry out monitoring of service requests to ensure they are accurately created, assigned, prioritized, and categorized in line with KPI's and SLA's " Conduct research on emerging products, services, protocols, and standards to support improvements in Service Desk processes" Manage Hospital Computer and peripheral refresh processes (Printer's, PC's, Laptops, Thin Clients, etc.)" Work with project managers in coordinating other projects as required." Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues" Design and enforce escalation processes" Sending timely outage notifications for planned and unplanned service outages as per policy" Assist with Service Desk Voicemail retrieval and call processing when required" Train, coach, and mentor Service Desk Analysts and other staff" Review Service Desk requests for potential issues requiring intervention or escalation" Track and analyze trends in Service Desk requests and Service Desk software" Creating and updating Support documents, to ensure Quick Reference for the Service Desk Analysts " Coordinate hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications" Review and manage schedules and vacations" Conduct Service Desk meetings and construct agendas" Attend Technical and project meetings and relay relevant information to Service Desk staff" Complete requests for Service Desk Reports Review daily, weekly, and monthly reports for anomalies and trends that might need to proactively address." Create Downtime and Incident Report for review with appropriate team members" Participate in yearly audit process" Participate in the Interview process" Act as the LRA - (Local Registration Authority) providing access to eHealth applications" Backup for attending Move meetings + creating move tickets" Coordinates the planning, design, and implementation of ITSM processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders as it relates to the Service Desk" Other duties as requiredQUALIFICATIONS:" College diploma or university degree in the field of computer science, information sciences, or related field and/or [5] years equivalent work experience is preferred;" Proven proficiency with Microsoft Windows 10, and 11, Microsoft TCP/IP networks; Web Browser; Microsoft Office Professional Software Suite; and various workstation software applications;" Recent experience with TCP/IP network interface/Web technology, and Active Directory services and system as it relates to solving basic connectivity problems;" Demonstrated effective communication and multi-tasking skills;" Demonstrated communication and interpersonal skills which will enable you to communicate in a positive, professional manner with users and co-workers;" Proven ability to perform effectively in high-pressure situations;" Exceptional knowledge of healthcare technology environment is an asset;" Demonstrated progressive experience in the management of a support team;" Proven track record of developing and providing Service Level Agreements and Service Desk deliverables;" Knowledge of the whole IT Service Management cycle - Incident Management. Problem Management, Change Management, etc. is an asset; " ITIL Foundation certification;" Exceptional customer service and administration skills;" Previous experience in a similar administrative service role;" Knowledge of software tools to assist in operating a Service Desk (i.e.: Manage Engine Service Desk Plus)" Must provide a satisfactory Criminal Investigation Reference for the vulnerable sector, dated within the past 12 months;" Demonstrated commitment to our core values of Inclusion, Compassion, Innovation, Teamwork and Joy;" Must have a satisfactory performance record;" Demonstrated understanding of and commitment to Lakeridge Health's comprehensive safety programs and practices including staff, patient and environmental safety with participation in regular in-service education sessions; and," Proven good attendance record with capability of maintaining this same standard.CONDITIONS OF EMPLOYMENT:This position is open to all qualified staff throughout Lakeridge Health.The terms and conditions of employment are in accordance with Lakeridge Health's policies and procedures.Accommodation will be provided in all parts of the recruitment and assessment process as required under Lakeridge Health's Employment Accommodation policy. Applicants need to make their needs known in advance.At Lakeridge Health we value inclusion and diversity. We are committed to fostering a culture that is respectful, inclusive and accessible and to employing a workforce that is representative of the diverse community we provide services to. As an equal opportunity employer we welcome applications from all qualified applicants.Lakeridge Health is committed to providing a safe and healthy work environment and to preventing the transmission of COVID 19 infections among Lakeridge Health team members and our patients. New Lakeridge Health team members will be required to provide proof of full vaccination for COVID-19 during their Post-offer/Pre-employment Health Assessment, subject to any exemptions recognized under the Ontario Human Rights code.