IT Service Desk Agent

UHN is Canada's #1 hospital and the world's #1 publicly funded hospital. With 10 sites and more than 44,000 TeamUHN members. UHN consists of Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute, The Michener Institute of Education and West Park Healthcare Centre. As Canada's top research hospital, the scope of biomedical research and complexity of cases at UHN have made it a national and international source for discovery, education and patient care. UHN has the largest hospital-based research program in Canada, with major research in neurosciences, cardiology, transplantation, oncology, surgical innovation, infectious diseases, genomic medicine, and rehabilitation medicine. UHN is a research hospital affiliated with the University of Toronto.

UHN's vision is to build A Healthier World and it's only because of the talented and dedicated people who work here that we are continually bringing that vision closer to reality.

www.uhn.ca

Union: Non-Union
Site: Princess Margaret Cancer Centre
Department: UHN Digital
Reports to: Service Desk Manager
Work Model: Hybrid
Grade: H0:04
Hours: 37.5 per week
Salary: $59,475 to $74,334 annually (To commensurate with experience and consistent with UHN compensation policy)
Shifts: 24/7 rotation
Status: Permanent Full-Time
Closing Date: January 25, 2025

Position Summary

UHN Digital delivers information management and technology services for the entire organization and is responsible for assisting UHN staff and students in transforming lives and communities.

UHN has transitioned its outsourced service desk to an insourced service model. The IT Service Desk Agent will be responsible for supporting TeamUHN as part of a 24/7/365 team. The successful candidate should have excellent interpersonal and conflict management skills and have a proven dedication to customer service excellence.

Duties

• Provide first level technical support through phone, email and chat to resolve end user issues and support requests
• Troubleshoot and diagnose end user issues and document details in ServiceNow
• Follow standard operating procedures through use of knowledge articles
• Provide support for PC/MAC, laptops, printers, cell phones, tablets/iPads
• Support end users in applications such as Microsoft Office, VPN, Citrix, MDM and a variety of clinical/business applications
• Proactively recognize potential Major Incidents
• Document all steps performed in ServiceNow and ensure all fields are completed with accuracy
• Provide timely updates to end users, resolver groups, and management
• Flag knowledge articles for changes/updates, where appropriate
• Complete any additional ad hoc tasks assigned
• Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contraventions of the Act, in a timely manner

• At minimum, completion of a 2 year community college program in computer Science/Information Technology or recognized equivalent required
• Minimum of 2-3-years experience working in an IT Support/Service Desk - Must have
• All candidates will have to be shift flexible
• Shift work is required including nights, weekends, and/or holidays
• Excellent interpersonal and written communication skills
• Understanding of Active Directory to unlock and reset passwords
• Knowledge of network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users
• Ability to troubleshoot and resolve email issues, specifically MS Outlook
• Active Directory knowledge (managing user accounts throughout their lifecycle, groups and OU management)
• Detailed orientated, process focused, self-motivated and the ability to multitask
• Communicates in a clear and concise manner, both written and verbal
• Self-motivated team player
• Ability to operate a personal computer and working knowledge of Windows 10/11, Microsoft Office and Outlook
• ITIL v3 foundation Certification is an asset

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/)
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates. Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.