POSITION SUMMARY:

The Support Analyst is responsible for the effective support and maintenance of all technology equipment and related software systems.  This includes but is not limited to installing, configuring, diagnosing, repairing, and upgrading hardware, equipment and any related software systems while ensuring optimal performance. This role responds to front line service desk requests as well as escalated service desk issues.  Responsibility includes the ability to effectively troubleshoot in a timely and accurate method, manage competing priorities, and provide end user training/assistance where required.  As part of the Information Systems (IS) Service team, this role participates in the overall regional service delivery model serving all member hospitals in ESC LHIN region.

WHAT YOU’LL DO:

• Responds to service desk requests and issues as part of a regional team.
• Demonstrate superior verbal & written English communication.
• Follows documented and learned support procedures for effective delivery of services.
• Receive escalations and urgent calls from the regional service desk team, take appropriate action.
• Manages tickets effectively by following the incident management processes
• Record, track and document all requests and incidents using Cherwell service management tool ensuring proper actions are taken through final resolution are documented by the assigned resources.
• Keeps the end user informed and up to date on the progress of their request or issue through Cherwell ensuring that all correspondence is tracked and visible within the incident.
• Follows the best practices of ITIL Incident Management, leads by example, and helps make improvements by playing an active role and being a champion for change.
• Install, configure, test, maintain, monitor, troubleshoot end user and network hardware, software, peripheral devices, printing/scanning devices, presentation equipment, and other products & services.
• Escalate relevant issues to the Sr Support Analyst or Manager of Tech Support when required.
• Work effectively and support all IS members and portfolios
• Assign appropriate tasks to IS escalation resources by following established support procedures while keeping up to date with out-of-office and backup notifications.
• Create and help maintain support procedures, inventory lists, and other documentation used by the tech support team.
• Improve response times to service requests and incidents to meet & exceed service level agreements.
• Participate as needed in local and regional IS projects.
• Continuously upgrade knowledge and skill with relevant and current technologies and software systems to improve overall service delivery.
• Liaises with third-party support and PC equipment vendors
• Escalate issues that are not resolved using the escalation procedure
• Participate in recommendations for assigned areas of responsibility
• Manage continuously changing and competing priority service requests and incidents submitted by customers.
• Share responsibility for the upkeep and safeguarding of production systems in partnership with the IT team.
• Communicate high priority or escalated issues with Service Desk and Information Technology management team

MUST- HAVES:

• Minimum three (3) year University Degree or Community College diploma in Information Technology
• One to two (1-2) years of experience in supporting technology solutions and/or services in a complex IT healthcare environment.
• Must have ITIL Foundation v3 certification

WE VALUE:

• MCSE certification, an asset

OTHER CONDITIONS:

• Must be able to sit at a desk for extended periods of time
• Must be able to perform repetitive lifting and bending to move computer equipment and printers up to an estimated weight of 30 lbs. and be able to crawl in tight spaces for connections and cable management
• Exposure to disagreeable conditions typical of a tech support position, meeting the demands of a healthcare environment where patient care may be compromised, must have ability to balance high levels of stress when multiple competing priorities are frequent.
• Must be able to travel within the Southwestern Ontario area, when required
• Must be able to work evenings and weekends, when required
• Must be able to work shifts Monday to Friday between 7:00am and 5:00pm
• Must be local and available for on-call

ABOUT US:

TransForm Shared Service Organization, a not-for-profit, unique, innovative, results-driven organization founded by hospitals in the Erie St. Clair region. Our services include: clinical and business system application support, integration and development, information system infrastructure, information privacy, security, IT break fix, project management as well as other back office support services. As a strategic solutions centre committed to exceptional service delivery, TransForm leads, innovates and supports health system transformation. If you are service oriented, dedicated to exceeding performance expectations and interested in reaching your full potential, TransForm is for you!  We welcome and appreciate your interest in our organization. Want to know more about TransForm?  Visit our website

HOW TO APPLY:

• Please email a copy of your cover letter and resume to [email protected].
• Reference the job and where you found the job posting in the subject line of the email.

TransForm is committed to employment equity and welcomes diversity in the workplace. TransForm encourages applications from all qualified individuals including women, members of racialized communities, indigenous persons, immigrants & refugees, persons with disabilities, and persons of any sexual orientation, gender identity or gender expression. Upon request, accommodations for disabilities will be provided to support participation in all aspects of the recruitment process.

By applying to this position, you are confirming you possess a Canadian citizenship or a permanent resident status or work permit.

We thank all applicants for their interest.  Only those selected for an interview will be contacted.

TransForm is currently not accepting applications or solicitation from recruitment agencies.  Thank you for your cooperation.

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