Supervisor, Service Desk – PFT – Information & Communication Technology

Job title: Supervisor, Service Desk – PFT – Information & Communication Technology

Job description: Posting#: 2022-903649

Non Union

Position: Supervisor, Service Desk

Department: Information Communication & Technology

Status: Permanent Full-time

Hours: Monday to Friday – days (subject to change based on operational requirements)

Site: Oakville, with travel to Milton and Georgetown

Halton Healthcare’s vision of Exemplary patient experiences, always, goes beyond just the patient experience; it has shaped our entire culture and remains at the core of every interaction in our organization, from our patients & families to our staff, physicians and volunteers. We believe in exemplary PEOPLE experiences always!

At Halton Healthcare you will thrive in a healthcare culture and environment that embraces inclusion, diversity and belonging with ‘exemplary patient care, always’ at the heart of everything we do.

We empower our people to be the very best they can be so they can make a difference for our patients and the communities we serve.

Halton Healthcare takes great pride in providing quality, compassionate healthcare services to our rapidly growing communities. As a progressive and vibrant healthcare organization, we are committed to being an innovative center of excellence in community hospital care.

This is what you’ll be doing:

• Manage and oversee the processing of incoming requests to the Service Desk to ensure courteous, timely and effective resolution of end user issues
• Assigns, reviews and distributes the workload for the technical team
• Review and provide technical assistance on current and aging tasks within the Hospital Service Desk system.
• Manage the overall desk activities and staff
• Contribute to escalated problem resolutions
• Oversee development and communication of help sheets, usage guides and FAQs for end users
• Monitoring and reporting on Service Desk performance indicators.
• Assist in supervising, developing and supporting a technical team that supports approximately 3500 customer devices and 7000 users across multiple hospital sites
• Oversee the development, implementation and administration of a multi-site service desk supporting staff training, procedures and policies
• Responsible for installation and life-cycle maintenance of computers, mobile devices and software
• Responsible for training and knowledge management for all new Service Desk staff
• Onboarding and orientation for all staff new to the department
• Schedule Service Desk staff for appropriate coverage for all standard shifts, including on-call rotation
• Monitor and maintain customer software licensing, including but not limited to Microsoft 365
• Designs, implements, supports and maintains solutions to a wide variety of IT technical projects and objectives providing technical support, as well as troubleshooting, knowledge transfer, diagnosing and solving issues with both hardware and software
• Workflow, call escalation and management of the Change and Incident Management systems to improve incident resolution times and customer satisfaction.
• Provide support for security response incidents and remediation of customer devices throughout the organization
• Monitor and maintain spare equipment inventory at all sites

This is what you need to do it:

• Information Technology Degree or Diploma required
• 5 years of progressive experience in the Information Systems Field including applications, networking, operations and telecommunications

• Minimum of 2 years of experience supporting technologies and customers in a healthcare setting
• Demonstrated Project Management skills
• Demonstrated communication skills, both verbal and written
• Demonstrated time management skills
• Demonstrated analytical and troubleshooting skills

Date posted: August 23, 2022

Internal applicants due by: August 30, 2022

If you are passionate about what you do, motivated by a job well done, and as committed to excellence, quality and patient satisfaction as we are, we’d like to hear from you. Please submit your application via our website at www.haltonhealthcare.com directly to this posting and include a current copy of your resume.

We thank all those who apply but only those individuals selected for further consideration will be contacted.

In accordance with Directive #6, Halton Healthcare has implemented a COVID-19 Vaccination Policy. All new hires must be fully compliant with our Policy as a condition of employment with Halton Healthcare. Successful applicants will be required to provide proof of vaccination or proof of a documented medical exemption as part of the hiring process.

In accordance with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code, Halton Healthcare will provide accommodations throughout the recruitment and selection process. If you require an accommodation, we will work with you to meet your accommodation needs to ensure your equal participation.

All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act.

Halton Healthcare is a smoke free facility in and around all three sites. Smoking is not permitted on hospital properties. We thank everyone who works at or visits our hospitals for respecting this healthy initiative. We are also a scent-free environment for all employees and visitors to accommodate individuals’ health concerns arising from exposure to scented products. We ask for everyone’s cooperation in our efforts to accommodate health concerns.

Company: Halton Healthcare

Expected salary:

Location: Oakville, ON

Job date: Thu, 25 Aug 2022 22:19:33 GMT

Job Source: Careerjet.ca

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