Help desk analyst Jobs in Markham, ON

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 an 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. May also be required to work outside of normal shift hours on short notice if needed.

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.
• Handle access permission changes and ensure compliance with security policies.
• Perform other duties as assigned.

What must you have?

What else do you bring?

Preferably your profile also includes :

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.