IT Support Analyst, Intermediate

Job Title: IT Support Analyst, Intermediate

Reports to: Manager, IT Service Desk

Vacancy status: This posting is for an existing position.

Purpose of the Role

The Intermediate, IT Service Desk Analyst is the first point of contact for IT Service Desk tickets focussed not only on Calls but also for Emails and IT Help form submitted tickets. The person will be involved in performing Ticket Quality Assurance occasionally, providing feedback to team members in the learning curve. The person will actively contribute to or run Process/Service improvement initiatives.

What You’ll Do:

• Will be the first point of contact for IT Service desk, answering calls, responding to emails, take action on Auto submitted tickets, evaluating and prioritizing requests for assistance from internal and external end users experiencing problems with hardware, software, applications, networking, and other computer related technologies.
• Monitors incidents, work orders/service requests, tasks in the ticketing system towards closure, reported via calls, emails, and Auto tickets (submitted through IT help forms) on the ITSM tool
• Work on Knowledge management of IT Service Desk SOPs, troubleshooting related Knowledge Articles, ITSM Ticket Template maintenance, Daily hygiene checks of key systems and applications.
• Participate in multiple initiatives for process/service improvement, transition services create and coordinate changes for Service Desk, and tool implementation/enhancement projects
• Answer and assist team members in triage service desk handling complex situations or provide support staff with adequate guidance for resolution or steps to triage ticket to other IT Support teams

What You'll Bring: 

• Diploma, degree, or equivalent post-secondary education in Information Technology, Computer Science, Computer Systems Technology, or a related field.
•  5-7 years of experience in IT Help Desk, Service Desk, Desktop Support, or a related technical support role.
• Experienced at handling escalations received via calls and emails
• Experience training new people with less experience on Customer support, technical support and troubleshooting
• Demonstrate delivery of excellent customer service and performing technical troubleshooting

Why Join Us?
As an Intermediate IT Support Analyst at Life Labs, you'll play a key role in delivering reliable technology support that enables our teams to provide exceptional healthcare services across Canada. You'll have the opportunity to solve complex technical issues, contribute to service and process improvements, mentor team members, and help enhance the overall IT support experience. Working in a collaborative and fast-paced environment, you'll build your technical expertise while making a meaningful impact on both employee productivity and patient care.

Salary range: $57,693 - $73,559 CAD annually (commensurate with experience)

#LI-MP1