Contract Analyst, IT Service Desk

7 days ago


Calgary, Canada FYidoctors Full time

This position serves as the first point of contact for anyone in the organization who needs assistance with an IT related issue. The Service Desk Analyst would triage and resolve most requests and escalate all others to the technical support team.

**Responsibilities and Accountabilities**:

- Position is primary contact for all IT related issues for total of locations across all business units and the Home Office. Team scales with the number of locations supported.
- Provide first level technical assistance to internal clinic and administrative staff of FYidoctors and all associated banners (Visique, ReNue, Factory Optical, etc.)
- Provide guidance on IT-related inquires and fulfill basic IT administration requests to promote First Call Resolution (FCR).
- Appropriately document all request details and incident troubleshooting in the Service Desk Plus ticket management system.
- Ensure timely resolution or escalation of incidents to Technical Support Team

**Essential Skills**:

- Experience with IT service management (ITSM) systems
- Intermediate to advanced knowledge of IT tools:

- Windows 7/10 operating system
- Active Directory
- Remote Desktop
- Office 365
- ZOOM
- FortiClient VPN
- Additional certifications an asset:

- ITIL Foundations Certification (v3 or v4)
- ComTIA IT Fundamentals, A+, etc.
- Analytics and Problem Solving
- Clear and Empathetic Communication
- Time Management and Triaging Skills

Must be able to commit to a 6-month contract term with possibility of extension.



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