Medical Education Help Desk Coordinator
About The Position
The Department of Postgraduate Medical Education (PGME) offers a collaborative professional learning environment dedicated to supporting learners, faculty and staff. We offer a respectful team-oriented culture and value the dedication and innovation of all staff who contribute to our mission. We believe in ongoing improvement and innovation and promote a strong commitment to work-life balance among our employees. As Medical Education Help Desk Coordinator, you will provide front line customer service to our postgraduate medical education community as they interact with our primary online system for the purposes of registration, assessment, evaluation and scheduling. The user base of the Elentra and Postgraduate Web Evaluation and Registration (POWER) system at the University of Toronto includes over 10,000 learners, teachers, faculty and administrators. You will support and troubleshoot problems related to Elentra and POWER and other small applications as required, and assist with identification, planning and implementation of new enhancements and in the development of long-term plans regarding Information Technology for PGME and all systems usage.
Requirements
- Bachelor's Degree or acceptable combination of equivalent experience.
- Minimum three years of experience serving as a primary point of contact, managing and troubleshooting customer service requests
- Demonstrated experience working with and supporting a registration and evaluation system
- Demonstrated experience developing and delivering in-person and web-based training and providing comprehensive support to end-users
- Experience managing data and generating reports
- Advanced technical skills, including proficiency with MS Office Suite and comparable registration and evaluation systems
- Excellent problem solving and communication skills
- Ability to work effectively in a team environment and interact with a wide range of stakeholders
- Relentless attention to detail and accuracy is imperative
- Strong commitment to customer service excellence
- Ability to learn, understand, and apply new technologies
- High degree of initiative
Nice To Haves
- Experience working with POWER system preferred
- Exposure to help desk software
- Experience working in a medical education (or similar) environment
Responsibilities
- Responding to end-user service requests in a timely manner and resolving issues and escalating problems as required
- Providing detailed explanations on computing procedures
- Applying established standards when resolving routine and documented end-user issues
- Following-up with end-users on outstanding technical issues
- Serving as a technical resource on hardware and software related issues
- Training end-users on procedures and IT systems in group and individual settings
- Drafting and editing training content and supporting documentation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
