Service Desk Coordinator

Southlake Health Community • Newmarket, ON

6d • Hybrid

About The Position

Reporting to the Manager Digital Communications, the Service Desk Coordinator oversees the service desk team and ensures that agreed service level agreement targets are being met. To maintain, develop and build IT policies and processes to ensure best practices are being followed.

Requirements

• Community college diploma or equivalent combination of education, training, and experience.
• 5 years of service desk technical experience required.
• 2 years of database management required.
• Advanced expertise with Microsoft Windows desktop operating systems, and Microsoft Office 365 applications.
• Detailed knowledge of computer desktop hardware, laser printers, barcode printers.
• Detailed knowledge of end-user mobile computing devices, such as smartphones and tablets.
• Expert knowledge of service delivery
• High standards for the quality of work
• Must be able to travel to multiple sites.
• Excellent verbal/written communication skills, problem solving and resolution ability.
• Demonstrated excellence in communication, both written and verbal
• Demonstrated problem assessment skills
• Demonstrated commitment to customer service and teamwork
• Demonstrated individual leadership skills
• Must have a valid Drivers License.
• Regular and reliable attendance is an expected requirement of this position.

Nice To Haves

• ITIL certification desirable.
• 2 years of project management or ITIL preferred.
• 2 years of leadership/managing a team preferred.
• Thorough knowledge of Service Desk operations including a good knowledge of Southlake Vision, IT best practices, industry trends, and customer service.
• Role model the organizational core competencies.
• Ability and desire to lead the team effectively through structured coaching and delivering by example.
• Experience providing regular and frequent performance coaching/mentoring and encouraging effective behavior for individual and team success.
• Proven ability to foster an environment of trust, collaboration, transparency, and accountability.
• Extensive experience delivering IT customer service based on service levels and service quality measures, delivering technology services in the field through coordination with central teams, and driving continuous service improvement.
• Demonstrates evidence of influencing positive change within a Service Desk environment.

Responsibilities

• Manage a team for Service Desk call centre to ensure that agreed targets are met and appropriate qualitative standards are achieved.
• Develop and implement robust processes to ensure that a high-quality service is provided to both internal and external customers.
• Implement methodologies to improve first call resolution.
• Performance the role of key user to support and maintain the incident tracking system (HEAT).
• Define robust reporting using the HEAT incident management software to ensure the early identification of product faults and ensure minimum risk to the business.
• Analyze Service Desk activity and make recommendation for increased organizational efficiency and effectiveness.
• Train Service Desk staff to ensure that support is provided in a consistent manner.
• Customer interaction and communication skills in a support environment are required
• Ensure staff coverage for the support area is in place to guarantee cover to the business.
• Review team member performance to ensure that each member can provide the best level of customer support.
• Off-hour support is required.
• Performs cross-functional duties, as assigned or requested.
• Performs other duties consistent with the job classification, as required.
• All information and systems must be treated in a Confidential manner.
• Security of all systems must be maintained at all times.

Benefits

• Progressive health and dental benefit plans.
• HOOPP pension plan with employer and employee premium sharing.
• Enhanced wellness initiatives, including virtual fitness classes and on-site gym memberships.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree