Bilingual IT Helpdesk Agent Tier 1

Lifemark Health Group; Toronto; On-site; CAD 42,000 - 60,000; Full time

Job summary

Lifemark Health Group is seeking a bilingual Helpdesk Agent Tier 1 to support employees nationwide. This 12-month full-time remote role reports to the Senior Helpdesk Manager and offers a collaborative environment with a focus on exceptional client service.

Responsibilities include daily helpdesk ticket management, clear user guidance, and escalation of complex issues. Required French-English fluency, strong communication, and IT support experience across enterprise environments.

Qualifications

• Fluently bilingual in French and English.
• Excellent time management and communication skills.
• Experience with IT support, call centers or ticketing tools.
• Experience with enterprise CRM and remote management tools.

Responsibilities

• Daily management of helpdesk tickets and level I support
• Communicate with users, internal teams and vendors to coordinate solutions
• Provide clear instructions to users ensuring satisfaction
• Identify and escalate complex issues to higher level
• Manage procurement recommendations for IT equipment and software
• Diagnose and resolve software application problems

Skills

Bilingual French-English

Time management

Communication skills

Customer service

Team player

Minimal supervision

Windows OS

Active Directory

CRM tools

Tools

Salesforce

Zendesk

ServiceNow

MS Office 365

Job description

This is a 12 month full time temporary remote opportunity with potential for extension.

Lifemark Health Group (LHG) is a market leader in customized healthcare solutions. With over 20 years of service excellence, LHG is one of the largest, most trusted, and most comprehensive providers in Canada. As a national healthcare company, LHG employs over 5,000 highly trained clinicians, medical experts, and team members in almost 400 locations coast-to-coast and continues to grow both organically as well as through acquisitions. With that growth is a vision to be the most innovative healthcare provider in community rehabilitation, workplace health and wellness, and medical assessment services. Lifemark was acquired by Loblaw Companies on May 10, 2022.

We're looking for a Bilingual Helpdesk Agent Tier 1 to work remotely supporting our employees across the country with incoming ticket requests. Reporting to the Senior Helpdesk Manager, you'll have the ability to be part of an extremely collaborative work environment and provide exceptional client service.

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 elevate 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

Requirements

• Must be fluently bilingual in French and English as this role will have interactions at a National scale
• 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
• 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, Service NOW
• Previous Medium to Large Enterprise Customer Service experience
• Previous experience in IT support, Call Centre and/or Ticketing tool environment is required
• Hours of Operation Monday to Friday 7AM – 8PM EST set 8 hour shifts/40 hours/week as per business needs

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.

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