Bilingual IT Helpdesk Agent

pt Health; Toronto; On-site; CAD 45,000 - 65,000; Full time

Job summary

A leading healthcare provider in Canada is seeking a Bilingual IT Helpdesk Agent in North York. You will be pivotal in supporting users through daily management of helpdesk tickets, providing solutions, and enhancing customer satisfaction. Ideal candidates are bilingual and possess strong IT support experience. Enjoy a supportive workplace culture with inclusive practices and comprehensive benefits including education reimbursement and employee ownership plans.

Benefits

Yearly education reimbursement

30% discount from Shopper Drug Mart

Employee Stock Ownership Plan

Paid vacation and wellness days

Health & Dental Flex Life Benefits

Employee assistance program

Qualifications

• Previous experience in IT support or customer service is required.
• Strong communication skills to assist non-technical users.
• Ability to manage helpdesk tickets effectively.

Responsibilities

• Manage daily helpdesk tickets and provide level I support.
• Communicate effectively with users and internal teams.
• Identify and escalate complex issues to technical support.

Skills

Bilingualism (French / English)

Communication Skills

Customer Service

Education

High School Diploma

Tools

Microsoft Windows

MS Office 2016 / 2019 / O365

SalesForce

Zendesk

ServiceNOW

Job description

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.

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
• 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

Interested in joining our team?

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

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Bilingual It Helpdesk Agent • North York, ON, CA