ICT Service Desk Agent

ICT Service Desk Agent at Brant Community Healthcare System

Grow Your Career at Brant Community Healthcare System (BCHS). BCHS is a two-site community hospital system in Brantford and Paris, Ontario, committed to leading beyond care with purpose, passion, and a deep commitment to the people they serve. With over 130 years of service, BCHS is evolving with a renewed focus on excellence, collaboration, and innovation.

Why Choose BCHS?

• Investing in You: Access to a centralized Education Fund, tuition support, and professional development opportunities.
• Flexible Scheduling: Within a standard work week.
• Career Growth: Internal job postings, mentorship programs, and leadership development.
• Predictable Work Locations: Stability and consistency in your work environment.
• Collaborative Team Culture: Work alongside skilled professionals in a supportive, interdisciplinary setting.
• Employee Wellness Matters: Peer Support Team, Wellness Committee, Free, confidential Employee Assistance Program (EAP).
• Commitment to Safety: Comprehensive safety programs for all.
• Competitive Compensation and Benefits: Salaries and benefits align with industry standards, excellent pension plan.
• Diversity & Inclusion: Actively working to diversify teams, remove systemic barriers, and ensure representation matters.
• Choose Civility: A workplace culture where every interaction matters, shaped by dignity, empathy, and cultural awareness.

Position Summary

Reporting to the Manager, Information and Communication Technology, the Service Desk Agent provides first-level support to end-users of hospital systems and devices. They are the first point of contact for end-user technology and system support, resolving issues directly or escalating them as appropriate. The Service Desk Agent represents the ICT department as the first impression of support service for users.

Primary Responsibilities

• Receive and manage inbound support phone calls, portal tickets, emails, and walk-in service requests.
• Provide calm, professional support to clinical and non-clinical, technical and non-technical users.
• Accurately log all incidents and requests, categorizing and prioritizing based on clinical impact, financial impact, and time sensitivity.
• Provide first-level support for access issues (account unlocks, password resets) and network connectivity (wired, wireless, remote access).
• Manage the Service Desk Self-Service Knowledge Base, creating and revising solutions for common issues to facilitate user self-service.
• Create SOPs and tip-sheets for end-users to support change management communication initiatives.
• Provide mentorship and training to onboarding service desk co-op students.

Mandatory Qualifications

• College Diploma in Computer Science or Telecommunications required.
• Professional industry certification (e.g., Microsoft 365 Fundamentals, ITIL Foundation, CompTIA IT Fundamentals) preferred.
• Prior experience in supporting a hospital computing environment is an asset.
• Advanced knowledge of Microsoft products (Windows, Office, Exchange, SCCM, Active Directory) and related support tools.
• Basic networking and telecommunications terminology.
• Structured troubleshooting techniques.
• Strong organizational, time management, and interpersonal skills.
• Ability to work independently and collaboratively across all levels of the organization.
• Criminal Record Check required.

Core Competencies

• Demonstrated problem-solving and troubleshooting skills.
• Proficient in using available support tools to diagnose and resolve issues remotely over the phone.
• Proven ability to work unsupervised and as a team player.
• Demonstrated effective interpersonal, communication, time management, and multi-tasking skills.

Our Commitment to Equity, Diversity, and Inclusion

BCHS is committed to building an inclusive and accessible workplace. They welcome people from all backgrounds and are dedicated to removing barriers and providing accommodations throughout the hiring process. If accommodations are required, please inform them when contacted.

Ready to Make a Difference?

If you are passionate about healthcare and seeking a supportive, dynamic work environment, apply today to join BCHS in delivering exceptional care with compassion and integrity.

AI Use in Hiring

Brant Community Healthcare System does not use AI, automated tools, or algorithms to screen candidates. All applications are reviewed by their recruitment team.

Key skills/competency

• ICT Service Desk
• First Level Support
• End User Support
• Hospital Systems
• Microsoft Products
• Troubleshooting
• Customer Service
• IT Support
• Network Connectivity
• Knowledge Base Management