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About the Role

The Intermediate IT Service Desk Analyst is the first point of contact for IT Service Desk tickets, handling calls, emails, and submitted IT Help forms. This role involves performing Ticket Quality Assurance, providing feedback, and actively contributing to process/service improvement initiatives.

Responsibilities

• Act as the first point of contact for the IT Service Desk, answering calls, responding to emails, and taking action on auto-submitted tickets.
• Evaluate and prioritize requests for assistance from end users experiencing hardware, software, application, networking, and other computer-related technology issues.
• Monitor incidents, work orders/service requests, and tasks in the ticketing system for closure.
• Work on Knowledge Management of IT Service Desk SOPs, troubleshooting related Knowledge Articles, and ITSM Ticket Template maintenance.
• Perform daily hygiene checks of key systems and applications.
• Participate in process/service improvement initiatives, transition services, create and coordinate changes for the Service Desk, and tool implementation/enhancement projects.
• Assist team members in triaging service desk issues, handling complex situations, or providing guidance for resolution or ticket escalation to other IT Support teams.

Requirements

• 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.

Skills

• IT Help Desk
• Service Desk
• Desktop Support
• Technical Support
• Customer Service
• Troubleshooting
• ITSM tool
• Knowledge Management
• Process Improvement
• Service Improvement

Location

• Canada

Work Type

• Full-time

Experience Level

• Intermediate
• 5-7 years

Education Level

• Diploma
• Degree
• Post-secondary education in Information Technology, Computer Science, Computer Systems Technology, or a related field

Salary/Compensations

• $57,693 - $73,559 CAD annually

Benefits

• Competitive coverage for employees and their families including Extended Health Care, Dental Care, and Life Insurance.
• Retirement Savings Plan
• Vacation and Wellness Days
• Employee Wellness and Giving Programs including Employee & Family Assistance Program, financial planning tools, and employee recognition initiatives.
• Professional development and membership reimbursement
• Access to preferred rates and discount programs, including WorkPerks, Home and Auto Insurance, Costco Membership, etc.
• Optional health-related benefits.

About the Company

• LifeLabs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems for over 50 years.
• We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.
• We are proud innovators, operating Canada's first commercial genetics lab and the country's largest online patient portal.
• More than 112 million laboratory tests come through LifeLabs’ laboratories annually.
• Our team of more than 6,000 passionate, caring, and diverse professionals works together to provide high quality testing and results.
• At LifeLabs, you can make a meaningful impact on Canadians’ lives every day.
• We are proud to be recognized as one of Canada’s Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach.
• LifeLabs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program.
• We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

Equal Opportunity

• LifeLabs’ compensation programs are commensurate based on the role, skill, effort, responsibility and working conditions, irrespective of gender, race, ethnicity, beliefs, age or any other personal characteristics.
• In accordance with LifeLabs’ Accessibility Policy, and the applicable Accessibility Acts within the provinces we operate in, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process.
• Vaccinations are highly encouraged at LifeLabs’. Vaccinations and/or immunization screening may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service.