Bilingual Analyst, IT Service Desk

Job summary

The analyst serves as the primary contact for IT-related issues, providing first-level technical assistance and triaging incidents for various business units. They are responsible for documenting all requests in the ticket management system and ensuring timely resolution or escalation to the technical support team.

Job details

Join our dynamic team as an Analyst, IT Service Desk! As the first point of contact, you’ll play a crucial role in ensuring smooth operations and resolving IT related challenges for our diverse team. The ideal candidate will be based in one of our Home Office locations in Calgary or Vancouver. What You'll Do Serving as the primary contact for all IT related issues for all business units (FYidoctors, BonLook, Visique, solis) and Home Office, providing first level technician assistance Responding to IT requests and incidents by telephone, email, or online forms Triaging, diagnosing, and identifying application, hardware, and/or network issue for end users Providing guidance on IT-related inquires and fulfill basic IT administration requests to promote First Call Resolution (FCR) Documenting all request details and incident troubleshooting in the Service Desk Plus ticket management system Ensuring timely resolution or escalation of incidents to Technical Support Team Perform other duties as assigned to support the team and organizational goals What You Bring Bilingualism English/French 1-2 years experience in a similar role in an IT department Experience with IT service management (ITSM) systems Intermediate to advanced knowledge of IT tools: Windows 11 operating system Active Directory Remote Desktop Office 365 Google Chrome (web applications) ITIL Foundations Certification (v3 or v4) considered an asset ComTIA IT Fundamentals, A+, etc. considered an asset Excellent communication skills, problem solving skills and time management skills Bilingualism English/French is considered an asset Collaborating effectively with team members across departments, fostering a positive and supportive work environment Ability to multi-task and thrive in a fast-paced environment A collaborative, adaptable, and proactive team player with a growth mindset, able to manage changing priorities effectively How You'll Benefit A comprehensive total rewards package, including two free pairs of glasses and lenses per year A coaching culture that fosters ongoing growth and development opportunities A people-first culture, (but dogs are also welcome) An organization that gives back locally and nationally, and supports you in doing so as well Why You Should Join Us FYihealth group is Canada's leading diversified healthcare organization comprised of FYidoctors, Visique, BonLook, and solis optics. Doctor-led, professionally managed, and patient-focused, the organization concentrates on delivering outstanding eye care with patient-centric products and services. Our purpose is to enhance the lives of our patients. We are Canada’s fastest-growing eye care provider with our Canadian-owned ophthalmic lens manufacturing facility and distribution center. At FYihealth group, our core values are Diversity, Equity, Inclusion and Opportunity. We are proud to be an equal opportunity employer and are happy to provide accommodations, should they be required, at any point in the application process. If you require an accommodation, please let your recruiter know. All accommodation information will be kept confidential and used to ensure an accessible candidate experience and team member experience. FYihealth group aims to create a comprehensive rewards package to attract and retain top talent. The expected compensation for this position is between $49,000, to $55,000 annually considering factors like experience, skills, and qualifications. Base pay is just one component of our overall Total Rewards offering. We look forward to speaking with you more about our continued dedication to our team's overall well-being and growth.

What you’ll do

The analyst serves as the primary contact for IT-related issues, providing first-level technical assistance and triaging incidents for various business units. They are responsible for documenting all requests in the ticket management system and ensuring timely resolution or escalation to the technical support team.

Requirements

Candidates must have 1-2 years of experience in an IT department and possess intermediate to advanced knowledge of Windows 11, Active Directory, and Office 365. Bilingualism in English and French is required, along with strong communication and problem-solving skills.

Benefits

• Two free pairs of glasses and lenses per year • Coaching culture • Growth and development opportunities • People-first culture • Pet-friendly office

Listed skills

• Time management · Preferred
• Hardware Diagnostics · Preferred
• Problem solving · Preferred
• Active Directory · Preferred
• Multi-Tasking · Preferred
• Troubleshooting · Preferred
• Communication Skills · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Bilingualism
• IT Service Management
• Windows 11
• Active Directory
• Remote Desktop
• Office 365
• Google Chrome
• ITIL Foundations
• Troubleshooting
• Communication skills
• Problem solving
• Time management
• Multi-tasking
• Technical support
• Hardware diagnostics
• Network diagnostics
• Microsoft 365
• ITIL Foundation Certification
• Growth Mindedness
• Technical Support
• Communication
• CompTIA A+
• Operating Systems
• English Language
• French Language
• Problem Solving
• Multitasking
• Operations
• Remote Desktop Services
• Coaching
• Time Management
• Troubleshooting (Problem Solving)

Job areas

• Technology
• Customer Service & Support
• Healthcare
• IT Service Desk Analyst
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists