We are looking for a Service Desk Analyst for 3 months contract with high possibility of extension. Role is fully on site in Scarborough.
Job Description
- Manage and prioritize technical incidents and service requests, troubleshooting complex application, hardware, and end-user issues within a production healthcare environment.
- Provide remote and onsite technical support to clinicians, frontline staff, and enterprise users across multiple clinical sites.
- Provide at-the-elbow support during Epic/EMR implementation, go-live, stabilization, and post-go-live support.
- Troubleshoot Epic clinical workflows, including chart review, orders and order sets, documentation, deficiencies, and other application-related issues.
- Diagnose and resolve hardware, peripheral, connectivity, and workstation-related issues, including printers, barcode scanners, vital-sign monitors, pumps, and other integrated clinical devices.
- Use approved remote-support and diagnostic tools, including Remote Desktop and TeamViewer, to investigate and resolve technical issues.
- Support UAT, Technical Dress Rehearsals (TDRs), workflow simulations, and Day-in-the-Life (DITL) activities by executing test scripts, documenting defects, tracking issues, and validating resolutions.
- Collaborate with Service Desk, Command Centre, application analysts, infrastructure teams, clinical teams, vendors, and other technical stakeholders to investigate and escalate issues appropriately.
- Apply ITIL-based incident and problem management practices, including incident prioritization, root cause analysis, escalation, documentation, and resolution tracking.
- Maintain accurate ticket and issue documentation and provide clear status updates to users and technical teams.
- Validate solutions with end users and clinical stakeholders before closing incidents or completing service requests.
- Develop and maintain SOPs, runbooks, knowledge-base articles, workflow checklists, and technical documentation to improve support efficiency and reduce recurring incidents.
- Support downtime and patient-safety readiness activities, including preparation of downtime resources, readiness tracking, and implementation documentation.
- Work independently while managing multiple incidents, competing priorities, and time-sensitive go-live support requirements.
Core Requirements
- Previous experience in technical support, service desk, application support, or deskside support within an enterprise environment.
- Experience supporting healthcare or clinical technology environments is highly valued.
- Hands-on experience supporting Epic/EMR environments and clinical workflows.
- Strong troubleshooting, incident management, root cause analysis, documentation, and customer-service skills.
- Experience with ITSM/ticketing platforms such as ServiceNow, Zendesk, or similar systems.
- Experience with remote-support and diagnostic tools such as Remote Desktop and TeamViewer.
- Working knowledge of Windows environments, hardware, peripherals, networking fundamentals, and system diagnostics.
- Experience supporting SaaS and enterprise applications.
- Ability to work independently, prioritize competing incidents, and meet established SLA requirements.
- Strong communication skills and the ability to work effectively with clinicians, frontline users, technical teams, application analysts, and other stakeholders.
Preferred Qualifications
- Healthcare IT or hospital environment experience.
- Epic/EMR implementation or go-live experience.
- Experience with UAT, workflow testing, Technical Dress Rehearsals, and clinical application implementations.
- Experience with biomedical-device integration and clinical peripherals.
- ITIL knowledge or experience with Incident and Problem Management.
- Experience developing SOPs, runbooks, knowledge-base documentation, and technical workflows.
Note: We use AI tools to: obtain basic information, detect plagiarism, false employment history or references, categorize your skills, and do an initial match with job posting.
