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Student - University/College - Service Desk Analyst - (23248) Job Title Student - University/College - Service Desk Analyst Program & Department Royal Victoria Regional Health Centre -> Reg Digital Health Operations -> Solutions Architecture &Op Regular / Temporary Temporary Full / Part Time Full-Time Temporary End Date (Anticipated) 31 August 2026 Union Non Union Requisition Close Date 26 March 2026 Salary Plan / Job Grade $21.22 - $26.20 ( NU_20 ) Job Posting Reason Current Vacancy Job Summary & Requirements * This is for 2 temporary vacancies Royal Victoria Regional Health Centre (RVH) Regional Digital Health is seeking a highly motivated and organized Service Desk Analyst (co-op student) with a passion for technology and customer service. In this role, you will support Regional Digital Health (RDH) team, that provides support to customers across the Regional Digital Health partners (Collingwood General and Marine Hospital, Georgian Bay General Hospital, Headwaters Healthcare Centre and Royal Victoria Regional Health Centre and others). This role offers the opportunity to work in a dynamic environment alongside skilled and innovative professionals committed to delivering exceptional technology solutions. Reporting To: Service and Program Manager The Service Desk Team provides first-level technical support and aims for first-call resolution of issues related to computers, mobile devices, printers, software, and other end-user systems. Serving as the primary point of contact for staff and physicians at Royal Victoria Regional Health Centre (RVH) and Georgian Bay General Hospital (GBGH), the analyst handles IT requests through phone, email, the ticketing system, and in-person support. The Service Desk Analyst (co-op student) will have handson technical experience with PCs, phones, audiovisual equipment, and Patient Services Entertainment Systems (PSES). Specialized expertise in printer repair, installation, maintenance, and troubleshootingacross both desktop and floormodel multifunction devices (e.g., Ricoh, HP, Canon, Lexmark)is essential. Job Description: - Deliver a balance of superior customer service and technical support through professional, comprehensive, and timely communication for all incidents and service requests - Strong communication skills with the ability to deliver empathetic, userfocused support via phone and email to users with varying levels of technical understanding. - Learn about and support a wide range of computing technologies, such as hardware (desktops, laptops, phones, tablets, peripherals and printers), audio/visual equipment, Wheels on Wheels and Medication Carts repairs, software, RDH clinical systems, supporting software, technologies, network, storage and infrastructure - Accurate incident/service request documentation, tracking and follow up to resolution - Professional work ethic, including exceptional punctuality and attendance, with the ability to meet commitments and deadlines and take ownership of problems - Independently sets up and configures new user workstations with minimal instruction and supervision, accurately inventory new/existing equipment - Follows mandatory company policies to ensure the highest levels of system and network security - Follows up on existing incidents/service requests to ensure satisfactory and timely resolution - Ability to coordinate and communicate effectively with other Digital Health employees, other departments, and business partners to maintain high service levels - Able to understand and demonstrate RVH culture, mission vision and values - Ensures RVH and RDH Service Desk Policies and Processes are adhered to, in improving customer confidence and satisfaction, e.g. response time, documentation management, privacy and confidentiality and technical standards - Creates and maintains user guides, technical documentation, workflow and knowledge base articles - Participates in special projects to contribute to continuous improvement and team effectiveness - Performs other duties as assigned Job Requirements: - Proficiency with computer hardware and desktop software - Proficiency with computer troubleshooting analysis, critical thinking and problemsolving skills - Ability to learn multiple applications and systems - Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations with high clinical priority - Ability to effectively communicate via telephone and email - Knowledge of networking configurations, installation, and maintenance - Ideal candidate has knowledge and experience with end user support with Microsoft Windows 10 and 11,and Microsoft Office 365 - Ability to work independently or in a team environment Health and Safety Responsibilities: Adheres to Occupational Health & Safety responsibilities under Section 28 of the Occupational Health and Safety Act including: - Works in compliance with the provisions of the Occupational Health and Safety Act and the regulations; - Uses or wears the equipment, protective devices or clothing that the workers employer requires to be used or worn; - Reports to his/her supervisor the absence of or defect in any equipment or protective device of which the worker is aware and which may endanger himself, herself or another worker; and - Reports to his/her supervisor any contravention of the Occupational Health and Safety Act or the regulations or the existence of any hazard of which he/she knows. Participates in a culture of safety which encourages prevention, reduces errors and safeguards patients from harm. Completes the Ontario Ministry of Labour Worker Health & Safety Awareness in 4 Steps training, and provides proof of completion. Working Conditions: Onsite presence is required. Candidates must have reliable transportation as travel to support partner hospitals may be required. Physical Demands: This role requires the ability to lift and push up to 1015 lbs. and safely use a 34step ladder to access shelving and equipment. Equity & Inclusion RVH is committed to recruitment and selection practices anchored in principles of equity and inclusion that contribute to an antioppressive, respectful, and culturally safe workplace. We invite applications from individuals who belong to groups that have been historically marginalized on the grounds identified by the Ontario Human Rights Code, including but not limited to race, disability, age, gender expression, gender identity, sexual orientation, religion, family or marital status, and status as a First Nation, Mtis, or Inuk person. Accommodations RVH is dedicated to ensuring every applicant has a fair and equitable opportunity to demonstrate their knowledge, skills, and abilities throughout our recruitment and selection process. We are continuously working to create an accessible, barrierfree process, and recognize each applicants needs are different. We encourage applicants with a disability or circumstance that could be supported with an accommodation to contact People Recruitment [email protected]. RVH does not use artificial intelligence (AI) to screen, assess, or select applicants. Equity & Inclusion RVH is committed to recruitment and selection practices anchored in principles of equity and inclusion that contribute to an antioppressive, respectful, and culturally safe workplace. We invite applications from individuals who belong to groups that have been historically marginalized on the grounds identified by the Ontario Human Rights Code, including but not limited to race, disability, age, gender expression, gender identity, sexual orientation, religion, family or marital status, and status as a First Nation, Mtis, or Inuk person. To learn about how RVH is taking steps to create and sustain an equitable, inclusive, accessible and culturallysafe environment, please visit: https://www.rvh.on.ca/about-rvh/equity-inclusion/ Accommodations RVH is dedicated to ensuring every applicant has a fair and equitable opportunity to demonstrate their knowledge, skills, and abilities throughout our recruitment and selection process. We are continuously working to create an accessible, barrierfree process, and recognize each applicants needs are different. We encourage applicants with a disability or circumstance that could be supported with an accommodation to contact People Recruitment [email protected]. RVH does not use artificial intelligence (AI) to screen, assess, or select applicants. If you are interested in this position, please apply online before 11:00 p.m. EST on the Requisition Close Date. If there is no close date listed above, the requisition will remain open until filled. #J-18808-Ljbffr