ITHA-IT Helpdesk Agent

Lifemark Health Group•Toronto, ON

2d•Remote

About The Position

Lifemark Health Group is seeking an IT Helpdesk Agent Tier 1 to work remotely, supporting employees across the country with incoming ticket requests. This role reports to the Senior Helpdesk Manager and offers the opportunity to be part of a collaborative work environment and provide exceptional client service. Lifemark Health Group is a market leader in customized healthcare solutions and is part of Loblaw Companies.

Requirements

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 O365
Understanding of remote management tools and techniques
Experience with Microsoft Active Directory
Working knowledge of CRM applications such as Zendesk, ServiceNOW
Previous Medium to Large Enterprise Customer Service experience is required
Previous experience in IT support, Call Centre and/or Ticketing tool environment is required

Nice To Haves

Bilingualism (French/English) is an asset

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 escalate 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