Client Services Analyst - Royal Ottawa Health Care Care Group

As one of Canada’s foremost mental health care and academic health science centres, The Royal has a clear purpose: to get more people living with mental illness into recovery faster. This is at the core of everything we do and it is driven by the passion, focus and dedication of our employees. Every day, the work that we do transforms the lives of people with mental illness through specialized mental healthcare, advocacy, research and education.

View full job description on The Royal Careers webpage.

POSITION SUMMARY:

The Client Services Analyst provides front-line technical support to staff across various hardware and software systems. This role focuses on diagnosing and resolving routine issues, escalating complex problems, and ensuring timely delivery. It supports the organization’s IT infrastructure and contributes to a responsive and user-focused technology environment.

Duties:

• Provide first-level technical support and troubleshoot user issues
• Install, configure, and maintain end-user devices, peripherals, and applications.
• Document incidents and resolutions using ITSM tools
• Monitor system performance and report on recurring problems or trends.
• Assist with hardware/software evaluations and upgrades
• Maintain accurate asset inventory and track equipment lifecycle.
• Participate in on-call rotation and escalate unresolved issues
• Escalate complex incidents to senior IT staff or vendors, ensuring clear documentation of troubleshooting steps taken.
• Communicate effectively with end-users during outages or disruptions to set expectations and updates.
• Support project teams and contribute to documentation
• Collaborate with cross-functional teams to gather requirements, provide feedback, and ensure smooth implementation of new technologies.
• Assist with IT project tasks such as system testing, deployment, and end-user support.
• A valid driver's license and access to a personal, reliable vehicle are essential for this role, as the position requires occasional travel between the Brockville and Ottawa sites

Qualifications:

• 2 year College Certificate or 3 year College Diploma in computer systems or information technology, or a related field.
• 1-3 years of experience in related field. 2+ years of experience is preferred.
• Certification in ITIL foundation is preferred.
• Experience troubleshooting hardware, ticketing systems, and customer service.
• Familiarity working with EPIC, M365, and/or ServiceNow systems.
• Customer service orientation
• Basic troubleshooting and diagnostic skills
• Ability to follow documented procedures and escalate appropriately
• Effective verbal and written communication
• Time management and ability to prioritize tasks
• Familiarity with common desktop applications (e.g., Microsoft 365)
• Ability to work independently and as part of a team
• Attention to detail and accuracy in documentation
• Willingness to learn and adapt to new technologies
• Basic understanding of IT service management tools

Additional Information

All applicants must provide a recent resume that clearly indicates that they meet the required qualifications.

The Royal sincerely thanks all applicants for their interest in a career with us; however, only those applicants selected for an interview will be contacted.

All new hires will be required to obtain a clear and valid Criminal Record or Vulnerable Sector Records Check as a pre-condition of employment.

The Royal Ottawa Health Care Group is committed to equity and inclusion in the workplace. Our commitment is rooted in the belief that a diverse workforce enhances the quality of care and organizational strength. We encourage applications from members of equity-deserving communities and welcome individuals from all backgrounds. Upon request, accommodations due to disability are available throughout the recruitment process.