Position: IT Service Desk Assistant (x2)
Dept: IT Service Desk
Posting ID: 8133
Status: Permanent part-time
Role Level: PG 04 ($27.60hr-$34.51hr)
Hours of work/Shift: 24/7 365 days a year - full shift work availability including night shift.
Site: Credit Valley Hospital
Posted: September 3, 2026
Internal Deadline: September 10, 2026
Trillium Health Partners is one of Canada’s largest community-based teaching hospitals, serving the growing and diverse populations of Mississauga, West Toronto, and surrounding communities through the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, the Reactivation care Centre (Church Site) and the new THP-UHN Reactivation Care Centre. Guided by our values of compassion, excellence, and courage, and through our strategic roadmap, Plan to 2030 , we are creating a new kind of health care - defined not by illness, but by the health and well-being of people and communities.
Position Overview
This is a customer service focused position that requires an individual to work independently as well as part of a team to support the organization's defined service expectations. The primary accountability for this role is to answer, log and resolve technical support issues and requests presented to the IS Service Desk in an efficient, timely and courteous manner, primarily via phone, voicemail, e-mail and through the ticketing system.
Job Duties and Responsibilities
Working collaboratively with staff, job duties and responsibilities include, but are not limited to:
- Providing IS Service and Technical Support, primarily via phone and e-mail.
- Acting as the first point of contact for all offered IS services, including application, hardware, PC, and telecom requests for IS service and support.
- Analyzing, diagnosing, and resolving calls in an efficient and effective manner using available tools, including Bomgar, SCCM, the knowledge base, and other sources of documentation.
- Escalating, when required, to the appropriate second- or third-level support resources and following up with ticket owners to support effective, timely resolution.
- Recording, categorizing, and logging incidents and requests for service using the IS Service Management tool.
- Provisioning, changing, and de-provisioning user accounts in accordance with corporate policies and procedures.
- Actively seeking opportunities for service improvement and recognizing the needs and expectations of clients.
- Providing knowledge transfer and mentoring other team members.
Other duties as assigned.
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Job Specifications
Knowledge
- University Degree or College Diploma in a computer-related field, or equivalent work experience.
- ITIL Foundations certification preferred.
- Microsoft certifications are an asset.
Experience
- 5+ years’ experience providing customer support with a high level of professionalism preferred.
- 2+ years’ service desk or call centre experience.
- 2+ years’ healthcare experience.
Skills and Abilities
- Strong client computing experience with desktops, laptops, tablets, printers, mobile devices (iPhone/Android), multifunction devices, desktop and soft phones, and voicemail.
- Solid skills supporting common end-user applications, including Windows 10 and 11, Microsoft 365, Office 365, Edge, Outlook, and Teams.
- Strong troubleshooting skills with a focus on root cause analysis.
- Experience with tools and technologies such as Active Directory, Azure, Microsoft Exchange, SCCM, and Bomgar.
- Knowledge of networking technologies such as VPN, TCP/IP, and wireless.
- Experience with IT Service Management tools such as ServiceNow.
- Strong verbal and written communication skills, with the ability to communicate with individuals at all levels of technical and non-technical skill.
Advanced technical troubleshooting and multitasking skills.
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Working Environment
Working within a multi-site organization, this role is part of a team providing 24x7x365 service to the organization. The successful candidate may be required to work any shift; however, the role will primarily follow a regular rotation of weekday, evening, overnight, and weekend shifts. While the designated work location is the Credit Valley Hospital, this position is currently remote. A quiet workspace with reliable internet access is essential.
To pursue this career opportunity, please visit our website: www.trilliumhealthpartners.ca
Trillium Health Partners’ (THP) is an equal opportunity employer who values the importance of antiracism work and is committed to integrating antiracism, diversity, equity and inclusion best practices throughout THP operations, policies and culture. Therefore, we ask that even if you do not see yourself fully reflected in every job requirement listed on this posting, we still encourage you to reach out and apply. Research has shown that candidates from underrepresented groups often only apply when they feel 100% qualified. We encourage all applicants who are members of groups that have been marginalized on any grounds enumerated under the Ontario Human Rights Code based on race, gender identity or expression, sex, sexual orientation, disability, political belief, religion, marital or family status, age, and/or status as a First Nations, Métis or Inuk/Inuit person to consider this opportunity.
In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.
All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act.
Trillium Health Partners is identified under the French Language Services Act.
We thank all those who apply but only those selected for further consideration will be contacted.
Our organization may use automated tools, including artificial intelligence (AI) or algorithm-assisted systems, to support the initial review of applications. These tools are used only to assist our recruiters and hiring managers; all hiring decisions include meaningful human involvement and final review.
