Analyst, IT Service Desk
FYidoctors · Calgary, Alberta, CA
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 I...
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. This position is based at our Home Office in Calgary. Alberta. 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 What You Bring: - Bilingualism (French/English) is required to communicate daily with team members across Canada - 1-2 years experience in a similar role in an IT department - Experience with IT service management (ITSM) systems - Intermedi...