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Service Desk Analyst

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City: Kitchener, ON

Zone: Corporate (Kitchener)

Program: Corporate Services

Posted: 04-04-2018

Bargaining Unit: N/A

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CarePartners welcomes applicants from people with disabilities. Accommodations are available throughout the hiring process upon request.

Position Overview

We are currently looking for a strong, business minded Service Desk Analyst to join our growing Information Technology Team!


CarePartners a successful healthcare company with over 30 years of experience.  This success is directly attributed to the team of A-players who relentlessly focus on quality, culture and customer excellence. This role is a temporary full time position and ensures prompt customer service on a variety of IT related challenges, serving over 4000 employees.


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  • Always maintain a high degree of professionalism, courteousness, and friendliness

  • Resolve staff IT issues, such as password resets, software questions, device hardware problems, Internet connectivity, configurations, and so on

  • Provide one-on-one staff support and problem resolution via telephone, e-mail, and other vehicles of communication

  • Order, inventory, setup, support, repair and deploy mobile devices

  • When required perform in-person, on-site repairs of device hardware, printers, and other peripherals

  • Diagnose and resolve network issues (e.g. LAN access)

  • Recognize and escalate deeper and more complex issues

  • Participate in moves, adds, and changes to network and systems access for staff

  • Accurately log Service Desk tickets and resolutions into the

  • Service Desk software management system; maintain vigilant maintenance of this process

  • Prioritize Service Desk tickets according to severity

  • Conduct timely repair of IT equipment covered by third-party vendor maintenance agreements

  • Provide staff training (Group or one on one) on technology platforms. (Mobile/Citrix etc)

  • Create training and documentation content for staff as well as for IT team

  • Reviews, implements and ensures operational compliance with all policies and procedures as directed

  • Evaluates and recommends changes to applicable CarePartners policies and procedures

Other Items to Know about this Position:
  • Participates on a team that shares a rotating schedule with hours that vary between 6:00am – 5:00pm with 7.5 hours being a normal regular work day
  • Participates on the On-Call rotation
  • Travel to various branches throughout the province required
Qualifications and Position Requirements

Our ideal candidate will take a business minded approach to customer service, work well in a collaborative and fast paced environment, and will demonstrate excellent judgment, good common sense, a can-do attitude. They will also have:

  • Minimum 2 years Information Systems diploma from a recognized Community College
  • ITIL Foundations Certification an asset
  • Excellent verbal and written communication skills
  • Excellent analytical and problem-solving skills
  • In-depth knowledge of MS Office software application
  • Knowledge of community home health industry programs/services is an asset
  • Travel within Ontario and the ability to work non-traditional and on-call hours is a requirement
  • Customer Service experience is an asset
Total Compensation and Benefits

Specific details on compensation and benefits to be discussed at time of interview.