Working as part of our IT team this role requires the individual to provide exceptional service support to the business in all aspects of IT service and assisting or leveraging other teams to deliver service excellence.
Working as part of the IT Team the Service Desk Analyst will support our mobile platforms, portable and desktop computing environment at a hardware and application level for all firm members. Service Desk Analyst will also assist in the evolution of the existing platforms that allow the monitoring and tracking support calls to form IT support knowledge base and analytics. This will allow efficient and effective use of technology at Plexxus.
Key Responsibilities and Accountabilities:
- Be the first point of contact on any IT issues by responding to telephone calls, e-mails, voicemails and drop-bys for technical support and “how to” support in a timely manner.
- Documenting, logging and tracking all calls, e-mails, voicemails and drop-bys using case management software.
- Managing escalation and retaining problem ownership (track call, remote control, and research and update knowledgebase).
- Identifying, researching, troubleshooting and resolving technical problems on any related application or hardware.
- Keep users informed on the status and progress of their IT issues.
- Provide solution(s)/work around(s) to incidents and Problems.
- Troubleshoot desktop and system problems, diagnose and solve hardware/software/Incidents/problems.
- Working with vendors as necessary on purchases, RMA’s and vendors to resolve application and hardware error issues.
- Install, configure, maintain, test and support new applications
- Deployment and setup of various IT devices (PCs/laptops/mobile phones/printers/wireless printers).
- Setup and scheduling of all boardroom collaboration and audio visual requirements.
- Contribute to polices, processes and procedures.
- Work with a variety of business and technical teams to enhance service.
- Providing one-on-one knowledge transfer to firm members for specific hardware and software issues.
- Offering occasional external client support when issues arise with documents received from clients or issues with email;
- Escalating and liaising with other IT teams to resolve problems.
- Contributing to and helping maintain knowledge base tool.
- Reviewing support issues and procedures and recommending solutions (trend analysis).
- Directing end users to appropriate self-support tools and/or handouts.
- Providing remote access (home) telephone support.
- Coordinating equipment moves including new hires and departures i.e. removing old equipment and performing data migration to new machines.
- Keep up to date with advancements in technology.
- Identifying trends and highlighting problems.
- Basic Windows System Administration Level 1 &2.
- Microsoft Active Directory administration and Support.
- Email Administration on Microsoft Exchange in Office365
Skills, Knowledge and Experience:
- The ideal candidate would have a very high level of customer service experience and ideally past experience working in a helpdesk environment. Training will be given where appropriate
Essential/ Experience:
- Experience within IT service delivery/support
- Exceptional Customer Service
- College diploma in Computer Systems, Systems Administration, or related technical discipline;
- Minimum of 3 years of related experience preferably in a professional services environment.
- Good analytical problem solving skills; ability to troubleshoot and resolve application problems.
- Excellent interpersonal skills and telephone manners; ability to correspond with lawyers and staff as well as create end user documentation.
- Ability to transfer knowledge in an efficient, pleasant, and effective way using a variety of techniques.
- Patience, flexibility and an ability to deal with and manage difficult situations.
- Capacity to adapt to different work schedules (week, weekends and statutory holidays).
- Willingness to learn new software applications.
Desirable:
- High Standard of Incident and Problem management
- Past experience using helpdesk applications
- Experience in Incident Trending and analysis
- Strong Windows desktop operating systems support experience
- Apple operating system and hardware (OSX, IOS)
- Microsoft Office applications support experience
- Develop a strong support knowledge of corporate defined applications
- Active Directory Support Experience
- Microsoft Exchange Support Experience
- Networking Support Experience (trouble shooting, TCP/IP and general WAN/ LAN trouble shooting)
- Understanding of ITIL processes (ITIL Certified)
- Experience supporting a Citrix XenApp farm administration
- Excellent troubleshooting and problem solving skills
- Antivirus administration
- Mobile Device Management (MDM) administration
Supervision/Direction Received:
- Reports to the Manager IT Support Desk.
- Hours: Monday to Friday, May range from 8:00 a.m. to 4:30 p.m. EST based on need and time zone
Plexxus is a not-for-profit shared services organization which provides value added services to its Member hospitals. Plexxus serves a diverse group of hospitals consisting of specialty, community based, academic and research hospitals. Plexxus Member hospitals include: Holland Bloorview Kids Rehabilitation Hospital, Lakeridge Health, North York General, Sinai Health System, St. Joseph’s Health Centre, Scarborough and Rouge Hospital, Sunnybrook Health Sciences Centre, Toronto East Health Network, University Health Network, and Women’s College Hospital. Plexxus Customer hospitals include: Campbellford Memorial Hospital, Haliburton Highlands Health Services, Mackenzie Health, Markham Stouffville Hospital, Northumberland Hills Hospital, Peterborough Regional Health Centre, Ross Memorial Hospital, Royal Victoria Regional Health Centre, Southlake Regional Health Centre, and Stevenson Memorial Hospital.
Plexxus provides the following services to its hospitals:
Transactional Services- distribution, in hospital logistics, purchasing, accounts payable, customer service, product support
Strategic Services - sourcing, spend management, supplier management, contract management, innovation & strategic partnerships
Support and Enablement Services - finance & corporate services, customer relationship management, information technology
The value proposition to the Members has three elements:
Financial Value (contribute to offsetting increasing fiscal pressures by generating savings for our hospitals and managing the cost of our services)
Operational Value (support the ability of our customers to focus on delivering patient care by providing excellent service)
Strategic Value (enable collaboration and future value creation for our Members by leveraging shared resources).
VISION: Plexxus is the leading shared service organization in Canadian healthcare.
MISSION: Plexxus relentlessly delivers value to its Members and Customers through service excellence.
VALUES: Excellence, Responsive, Accountable, Collaborative