Analyst, IT Service Desk

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.

The ideal candidate will be based in our Home Office located in Calgary, Alberta.

• Serving as the primary contact for all IT related issues for all business units (FYidoctors, Bon Look, 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.

• 1-2 years experience in a similar role in an IT department
• Experience with IT service management (ITSM) systems
• Intermediate to advanced knowledge of IT tools:
  • Windows 11 operating system
  • Active Directory
  • Remote Desktop
  • Office 365
  • Google Chrome (web applications)
• ITIL Foundations Certification (v3 or v4) considered an asset
• Microsoft Certifications considered an asset
• ComTIAIT Fundamentals, A+, etc.considered an asset
• Excellent communication skills, problem solving skills and time management skills
• Bilingualism (French/English) is considered an asset

• A comprehensive total rewards package, including two free pairs of glasses and lenses per year
• A coaching culture that fosters ongoing growth and development opportunities
• A people-first culture, (but dogs are also welcome)
• An organization that gives back locally and nationally, and supports you in doing so as well

FYihealth group is Canada's leading diversified healthcare organization comprised of FYidoctors, Visique, Bon Look, and solis optics. Doctor-led, professionally managed, and patient-focused, the organization concentrates on delivering outstanding eye care with patient-centric products and services. Our purpose is to enhance the lives of our patients. We are Canada’s fastest-growing eye care provider with our Canadian-owned ophthalmic lens manufacturing facility and distribution center.

At FYihealth group, our core values are Diversity, Equity, Inclusion and Opportunity. We are proud to be an equal opportunity employer and are happy to provide accommodations, should they be required, at any point in the application process. If you require an accommodation, please let us know. All accommodation information will be kept confidential and used to ensure an accessible candidate experience and team member experience.