Analyst, IT Service Desk

BonLook • Calgary, AB

15h • Onsite

About The Position

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.

Requirements

• 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
• Intermediate to advanced knowledge of IT tools: Windows 11 operating system, Active Directory, Remote Desktop, Office 365, Google Chrome (web applications)
• Excellent communication skills, problem solving skills and time management skills

Nice To Haves

• ITIL Foundations Certification (v3 or v4) considered an asset
• ComTIA IT Fundamentals, A+, etc. considered an asset

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed