Bilingual IT Helpdesk Agent

Lifemark; Golden Horseshoe; On-site; CAD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking healthcare provider that is committed to innovation and excellence in community rehabilitation and wellness services. As a key member of the IT support team, you will play a vital role in ensuring user satisfaction through effective communication and technical problem-solving. This position offers a dynamic work environment with opportunities for professional growth and a range of attractive perks, including a company laptop and education reimbursement. If you are passionate about technology and customer service, this is the perfect opportunity for you to make a meaningful impact in the healthcare sector.

Benefits

Company Laptop

Yearly Education Reimbursement

Employee Stock Ownership Plan (ESOP)

Paid Vacation Days

Health & Dental Benefits

Employee Assistance Program

30% Discount at Shopper Drug Mart

Qualifications

• Bilingual in French and English is mandatory.
• Experience in IT support and customer service is required.

Responsibilities

• Manage helpdesk tickets and provide level I support.
• Communicate effectively with users and internal teams.

Skills

Bilingualism (French/English)

Time Management

Communication Skills

Customer Service

Tools

Microsoft Windows

MS Office 2016/2019/O365

SalesForce

Zendesk

ServiceNOW

Microsoft Active Directory

Job description

Location: Consumers Road, North York

Bilingual French/English is required

Who We Are:

Lifemark Health Group is a market leader in customized healthcare solutions. As one of the largest and most comprehensive providers in Canada, we continue to grow exponentially. With that growth, is a vision to be the most innovative healthcare providers in community rehabilitation, workplace health and wellness and medical assessment services. Lifemark was acquired by Loblaw Companies on May 10, 2022, you can read more about the acquisition here.

Our Perks:

You will be issued a company laptop, headset and a office monitor, keyboard and mouse. After your successful probation period, you will:

• Have access to a yearly education re-imbursement fund
• Receive 30% discount from Shopper Drug Mart purchases
• Contribute to an Employee Stock Ownership Plan (ESOP) with employer matching percentage
• Have paid vacation days as well as wellness days
• Have a choice to enroll in our Health & Dental Flex Life Benefits (or in lieu contribute to your RRSPs)
• Access to employee assistance program

Primary Responsibilities:

• Daily management of helpdesk tickets and level I support requests
• Communicate effectively with users, internal teams, and potentially external vendors to coordinate solutions.
• Provide clear and concise instructions to users, ensuring their satisfaction and understanding of solutions
• Identify and escalate complex or unresolved issues to the appropriate level of technical support
• Manage recommendation and obtain approvals for procurement of IT equipment and software
• Diagnose and resolve technical problems related to software applications

Core Competencies:

• Bilingualism (French/English) is required
• Excellent time management skills
• Strong verbal and written communication skills to explain technical issues to non-technical users.
• Ability to handle customer inquiries with patience and professionalism.
• Work with different divisions understanding their needs
• Set clear expectations and define key performance indicators for self
• Work within a team environment providing insight when appropriate
• Ability to work with minimal supervision

Additional Qualifications:

• Knowledge of Microsoft Windows operating systems and MS Office 2016/2019/O365
• Understanding of remote management tools and techniques
• Experience with Microsoft Active Directory
• Working knowledge of CRM applications such as SalesForce, Zendesk, ServiceNOW
• Hours of Operation Monday to Friday 7AM – 8PM EST set 8 hour shifts/40 hours/week as per business needs

Experience:

• Previous Medium to Large Enterprise Customer Service experience
• Previous experience in IT support, Call Centre and/or Ticketing tool environment is required

Inclusion:

We are committed to creating an inclusive environment where people from all backgrounds can thrive. Improving inclusion and equity is a collective responsibility. Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as a member of the employment equity groups: Indigenous peoples, Newcomers to Canada, Women, and Visible minorities.

Accommodation:

Accommodations are available on request for all candidates taking part in any aspect of the recruitment and selection process. Email us at talent at lifemark.ca

Interested in joining our team?

Apply today! Visit us at www.lifemarkhealthgroup.ca for more information about the company.