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April 22, 2019

Introducing… an IT customer service agent

Carmela Pagliaro is a customer service agent for Hamilton Health Sciences’ (HHS) Health Information Technology Services (HITS). She has been with HHS for close to 30 years.

HITS customer service agents work across all HHS sites while the main Helpdesk is based at our Wellington St. offices beside Hamilton General Hospital.

What does a customer service agent do?

My role varies from day to day depending on where I am scheduled. Sometimes I work on the Helpdesk and other days I am scheduled at another HHS site.

On the Helpdesk, which is the primary point of contact for technology inquiries, I answer the phones with a team of at least 10 service agents. Calls come from across our sites as well as our external partners.

I take all sorts of calls related to hardware or software issues, as well as service requests to set up devices.

When someone calls the Helpdesk, we log the details in our ticketing system, begin troubleshooting, triage and provide them with a tracking number if the issue is not resolved over the phone.

I take calls ranging from hardware, software and connectivity problems to permission and access issues. There are also service requests to set up and move devices, install software and deploy equipment.

What do you love most about your job?

What I love most about my role in the HITS department is that your day is never the same.

We work both as a team and individually. I am always learning something new, and I enjoy helping people with their devices to make sure they work properly.

Technology is always changing and therefore, we are always changing to keep up with these new advancements.

What keeps you motivated at work?

My motivation comes from doing a job in a field I absolutely love.

Technology is always changing and therefore, we are always changing to keep up with these new advancements. I’m faced with new challenges all the time.

The newest and most interesting challenge I’m currently facing revolves around our Digital Health Plan. It is comprised of a series of projects to upgrade our software, devices and infrastructure. We are enabling technologies that will result in the best care for HHS patients and providers.

Tell us about your most gratifying experience at HHS

Being part of a great team is really rewarding. Throughout my HHS career, I have been given various opportunities to be part of major capital projects such as the Juravinski Hospital rebuild and the Ron Joyce Children’s Health Centre build.

I have also taken part in professional development opportunities so I can continuously strengthen my skills as a service agent. I take great pride in being part of a great workplace, working not only with HITS but all departments across HHS.

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