Medical Education Help Desk Coordinator
About The Position
The Department of Postgraduate Medical Education (PGME) at the University of Toronto's Faculty of Medicine offers a collaborative professional learning environment dedicated to supporting learners, faculty, and staff. They value a respectful, team-oriented culture and promote ongoing improvement, innovation, and work-life balance. As the Medical Education Help Desk Coordinator, you will provide front-line customer service to the postgraduate medical education community, assisting them with the primary online system (POWER) for registration, assessment, evaluation, and scheduling. This system serves over 8,000 users including University and hospital employees, administrative staff, physicians, and learners. You will troubleshoot POWER system issues, assist with system enhancements, and contribute to long-term IT planning for PGME.
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
- Experience working in a medical education (or similar) environment
- Exposure to help desk software
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
Benefits
- Collaborative professional learning environment
- Respectful team-oriented culture
- Strong commitment to work-life balance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
