Analyst, IT Service Desk

Position Overview

We are seeking a dedicated IT Service Desk Analyst to join our innovative team. This role acts as the initial contact point for IT issues and supports multiple business units including FYidoctors, BonLook, Visique, solis, and the Home Office located in Calgary, Alberta. Your contributions will ensure efficient IT operations and timely resolutions for a diverse user base.

Responsibilities

• Serve as the primary contact resolving IT inquiries across all company divisions, providing first-level technical support.
• Handle IT requests and incident reports via telephone, email, and online forms.
• Perform troubleshooting and diagnosis of hardware, software, and network issues encountered by end-users.
• Guide users on IT-related questions and process basic IT administrative tasks to enhance First Call Resolution rates.
• Log all details and troubleshooting activities using the Service Desk Plus ticketing system.
• Ensure issues are resolved promptly or escalated to the Technical Support Team when necessary.
• Undertake additional duties supporting team and organizational objectives as assigned.

Required Qualifications & Skills

• One to two years of experience in an IT support or related function.
• Familiarity with IT service management (ITSM) platforms.
• Proficient with key IT tools and systems including Windows 11, Active Directory, Remote Desktop, Office 365, and Google Chrome applications.
• Professional certifications such as ITIL Foundations (v3 or v4) or CompTIA IT Fundamentals/A+ are advantageous.
• Strong communication, problem-solving, and time management abilities.
• Bilingual fluency in English and French is valued but not mandatory.
• Capability to collaborate effectively with cross-departmental teams and maintain a positive work atmosphere.
• Skillful at multitasking within fast-paced environments and adaptable to shifting priorities.
• Approach work proactively with a growth-oriented mindset and teamwork spirit.

Benefits

• Comprehensive rewards package including entitlement to two complimentary pairs of eyeglasses and lenses annually.
• A coaching-focused environment encouraging continuous professional development.
• A people-first culture that welcomes pets in the workplace.
• Engagement in community contributions both locally and nationally with organizational support.

Company Background

FYihealth group is a premier diversified healthcare organization in Canada, encompassing brands such as FYidoctors, Visique, BonLook, and solis optics. The company is doctor-led, professionally managed, and centered on delivering exceptional eye care with patient-focused services and products. Boasting Canada’s fastest-growing eye care network and owning an ophthalmic lens manufacturing and distribution center, FYihealth group is committed to improving patients' lives.

Diversity and Inclusion

The company stands firmly on values promoting diversity, equity, inclusion, and equal opportunity. Accommodations are available for all applicants throughout the hiring process upon request, ensuring a confidential and accessible experience for all candidates and employees.