Service Desk Analyst

Royal Victoria Regional Health Centre (RVH) Regional Digital Health is seeking a highly motivated and organized Service Desk Analyst with a passion for technology and customer service. As a Service Desk Analyst, you will be a critical team member in the Regional Digital Health (RDH) team, that provides support to customers across the Regional Digital Health partners (Collingwood General and Marine Hospital, Georgian Bay General Hospital, Headwaters Healthcare Centre and Royal Victoria Regional Health Centre and others). This role offers the opportunity to work in a dynamic environment alongside skilled and innovative professionals committed to delivering exceptional technology solutions.

Reporting To : Service and Program Manager The Service Desk Analyst provides first-level technical support and aims for first-call resolution of issues related to computers, mobile devices, printers, software, and other end-user systems. Serving as the primary point of contact for staff and physicians at Royal Victoria Regional Health Centre (RVH) and Georgian Bay General Hospital (GBGH), the analyst handles IT requests through phone, email, the ticketing system, and in-person support. This role requires strong troubleshooting skills and hands-on technical experience with PCs, phones, audio-visual equipment, and Patient Services Entertainment Systems (PSES). Specialized expertise in printer repair, installation, maintenance, and troubleshooting—across both desktop and floor-model multi-function devices (e.g., Ricoh, HP, Canon, Lexmark)—is essential. The analyst also contributes recommendations for quality improvements and cost-effective printing strategies. The Service Desk Analyst is responsible for documenting, prioritizing, and resolving incidents and service requests in alignment with Service Level Objectives, escalating to Tier 2 when required. The role involves occasional lifting and pushing (10–15 lbs.) and equipment installation. Strong verbal and written communication skills are necessary to deliver clear technical guidance and remote support.

Education :

• Completion of Community College diploma, 3 years with focus on computer science or equivalent
• Undergraduate degree in information technology, computer sciences and / or technology engineering preferred
• A+ Certification, Network+ or MSSE Certification highly desired
• ITIL certification preferred

Experience :

Responsibilities :

Exhibits the core values of Royal Victoria Regional Health Centre : Work Together, Respect All, Think Big, Own It, Care

Health and Safety Responsibilities : Adheres to Occupational Health & Safety responsibilities under Section 28 of the Occupational Health and Safety Act including : a) Works in compliance with the provisions of the Occupational Health and Safety Act and the regulations. b) Uses or wears the equipment, protective devices or clothing that the worker’s employer requires to be used or worn. c) Reports to his / her supervisor the absence of or defect in any equipment or protective device of which the worker is aware and which may endanger himself, herself or another worker; and d) Reports to his / her supervisor any contravention of the Occupational Health and Safety Act or the regulations or the existence of any hazard of which he / she knows. Participates in a culture of safety which encourages prevention, reduces errors and safeguards patients from harm. Completes the Ontario Ministry of Labour “Worker Health & Safety Awareness in 4 Steps” training and provides proof of completion.

Physical Demands : The job demands analysis is available upon request. This role requires the ability to lift and push up to 10–15 lbs. and safely use a 3–4-step ladder to access shelving and equipment.

Working Conditions : On-site presence at all regional partner locations is required. Candidates must have reliable transportation and a valid driver’s license, as travel to partner hospitals and off-site facilities across the region—both during business hours and on-call after hours—is an essential part of this role.

Hours of Work : This role provides Service Desk Tier 1 support to RVH and GBGH (and may expand to other Regional Partner Hospitals) during core business hours (Monday–Friday) and requires additional after-hours availability as part of the on-call rotation for on-site and virtual support. Reliable transportation and a valid driver’s license are essential, as travel to partner hospital sites is a key responsibility.

Equity & Inclusion

RVH is committed to recruitment and selection practices anchored in principles of equity and inclusion that contribute to an anti-oppressive, respectful, and culturally safe workplace.

We invite applications from individuals who belong to groups that have been historically marginalized on the grounds identified by the Ontario Human Right Code, including but not limited to race, disability, age, gender expression, gender identity, sexual orientation, religion, family or marital status, and status as a First Nation, Métis, or Inuk person.

To learn about how RVH is taking steps to create and sustain an equitable, inclusive, accessible and culturally-safe environment, please visit :

Accommodations

RVH is dedicated to ensuring every applicant has a fair and equitable opportunity to demonstrate their knowledge, skills, and abilities throughout our recruitment and selection process. We are continuously working to create an accessible, barrier-free process, and recognize each applicant’s needs are different.

We encourage applicants with a disability or circumstance that could be supported with an accommodation to contact People Recruitment at Recruitment@rvh.on.ca.

If you are interested in this position, please apply online before 11 : 00 p.m. EST on the Requisition Close Date. If there is no close date listed above, the requisition will remain open until filled.