ONTARIO MEDICAL ASSOCIATION
Toronto, ON, CANADA
1. Service Desk Analyst
The Service Desk Analyst is accountable to the Service Desk Team Lead for providing fist tier service delivery and support for the association’s end-user community including request fulfillment, incident tracking, training and the integration between business processes and the Service Management infrastructure. A key principle is the application of customer service principles in the process to fulfill service requests.
The Service Desk Analyst will:
· Assist in the Service Desk role as the department’s Single Point of Contact (SPOC) for service requests by receiving calls, emails from end-user community and ensure that requests and incidents are identified, logged, categorized, prioritized, initial diagnosis performed, escalated, resolved, closed and followed up on;
· Facilitate closure of Tier 1 Service Requests including but not limited to password resets, equipment deployment, application installation and support, on-site meeting support, file/document recovery, training and awareness that assists the user;
· Provide first-line investigation and diagnosis; resolving incidents deemed Tier 1 and escalating incidents/service requests that cannot be resolved within agreed timescales;
· Keep user community informed of progress;
· Participate in the asset management and inventory control procedures and assist in the maintenance of the configuration management database (CMDB) as directed;
· Contribute to the development, implementation, and administration of Service Desk staff training procedures and policies; maintain documentation detailing Request Fulfillment processes, and service/incident handling models.
· Participate in continuous service improvement initiatives including identifying recurring incidents or service requests, opportunities for automation/self-help services; training and performance services and conducting user feedback/satisfaction call backs or surveys.
Education/Credentials: 3 year post-secondary certificate in Computer Science or the equivalent. MCP, A+ certification, ITIL Foundations Certification
Experience: 2 year of experience providing hardware and software upgrades, technical support, and troubleshooting services to staff in a mid-size corporate MIS or similar environment employing a Windows 2003 client server system topology and experience with Microsoft Office suite. Able to demonstrate customer service skills.
Resumes, including salary expectations, should be forwarded by October 22, 2010 to:
Human Resources Department
Ontario Medical Association
150 Bloor Street West, Suite 900
Toronto, Ontario
M5S 3C1
Fax: (416) 340-2973
E-mail: hr@oma.org
