IT Service Desk Analyst

About the role

Join FYihealth group as an IT Service Desk Analyst, the first point of contact for all technology issues across our business units and Home Office. You will ensure smooth daily operations by providing prompt, effective support to end‑users.

Key responsibilities

• Serve as the primary contact for IT‑related incidents and requests for FYidoctors, BonLook, Visique, solis, and the Home Office.
• Respond to tickets via telephone, email, or online forms and triage, diagnose, and resolve hardware, software, and network problems.
• Provide guidance on IT inquiries and perform basic administration tasks to achieve First Call Resolution.
• Document all interactions and troubleshooting steps in the Service Desk Plus ticketing system.
• Escalate unresolved incidents to the Technical Support Team in a timely manner.

Required profile

• Bilingual French/English communication for daily interaction with teams across Canada.
• 1‑2 years of experience in an IT support role within an internal IT department.
• Familiarity with IT service management (ITSM) tools and processes.
• ITIL Foundations certification (v3 or v4) and/or CompTIA IT Fundamentals, A+ are assets.
• Strong problem‑solving, communication, and time‑management abilities.

Required skills

• Windows 11 operating system
• Active Directory
• Remote Desktop
• Office 365 suite
• Google Chrome (web applications)
• Service Desk Plus or similar ITSM system
• ITIL Foundations knowledge
• CompTIA IT Fundamentals or A+ (optional)

What we offer

• Comprehensive total rewards package, including two free pairs of glasses and lenses per year.
• Coaching culture with continuous growth and development opportunities.
• People‑first environment where dogs are welcome.
• Support for community involvement and charitable initiatives.