Bilingual Analyst, IT Service Desk

FYidoctors; Delta; Hybrid; CAD 49,000 - 55,000; Full time

Benefits offered by this job

Two free glasses and lenses per year

Coaching culture

Dogs welcome

Total rewards package

Job summary

FYihealth group seeks an IT Service Desk Analyst to be the first point of contact and resolve IT challenges for its diverse team across FYidoctors, Visique, BonLook, and solis.

The ideal candidate is bilingual in English/French with 1–2 years in a similar IT role, and experience with ITSM systems and Windows 11, Active Directory, Remote Desktop, and Office 365. You will contribute to a collaborative, fast-paced environment and document issues in Service Desk Plus.

Qualifications

• 1–2 years experience in a similar IT service role.
• Proficient with ITSM systems.
• Knowledge of Windows 11, Active Directory, Remote Desktop, Office 365, and web apps.
• Familiarity with ITIL/A+ assets is a plus.
• Strong communication and time management.
• Bilingual English/French is an asset.

Responsibilities

• Be the primary contact for IT issues across all business units.
• Respond to IT requests by phone, email, or online forms.
• Triage, diagnose, and identify application/hardware/network issues for end users.
• Provide guidance and fulfill basic IT admin requests.
• Document incidents in the Service Desk Plus ticket system.
• Escalate to Technical Support as needed.
• Perform other duties to support the team.

Skills

Bilingual English/French

ITSM experience

Windows 11

Active Directory

Remote Desktop

Office 365

Google Chrome

ITIL asset

CompTIA IT

Communication skills

Time management

Team collaboration

Tools

Service Desk Plus

Office 365

Windows 11

Active Directory

Job description

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