Job Description

LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.

Consistently named one of Canada\'s Best Employers by Forbes, LifeLabs has also been recognized for having an award-winning Mental Health Program from Benefits Canada. The passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust. Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of empowering a healthier you.

Make a difference - join the LifeLabs team today!

Reports to: Senior Manager, IT End User Support Services

Purpose of the Role: The Senior, IT Service Desk Analyst is the first point of escalation for team members. The person will be actively involved in performing Ticket Quality Assurance, providing feedback to team members. The person will actively contribute to or run Process/Service improvement initiatives, IT Audit support and will be the designated in-charge in the absence of the Manager, IT Service Desk.

Core Accountabilities

• Escalation point of contact for IT Service desk, answering calls/emails, evaluating and prioritizing requests for assistance from internal and external end users experiencing problems with hardware, software, applications, networking, and other computer related technologies
• Track and log Escalated/Outstanding incidents, work orders/Service requests, tasks, Change Requests in the ticketing system reported via calls, emails, and other tickets on the ITSM tool
• Train, mentor and coach team members on a periodic basis on new processes or changes to be implemented, whilst also perform periodic quality assurance on tickets
• Analyze trends and work with Manager on Reporting Metrics and scheduling staff according to incoming volumes of calls and emails
• Identify, lead and contribute in multiple initiatives for process/service improvement, transition services create and coordinate changes for Service Desk, tool implementation/enhancement projects and aid in multiple IT related audits
• Answer and assist team members in more complex situations or provide second level support staff with adequate information for resolution

Minimum Qualifications and Skills

• Diploma in IT or any related technical field
• Minimum 5-7 years of IT service desk experience
• Experience handling escalations, training and mentoring Associate level or Intermediate level IT Service Desk/Support Analysts on Ticket Management
• Demostrates proficiency in Incident management, Service request fulfillment, Knowledge Management, Change Management, Problem Management, IT security Management
• Demonstrate contribution in Process/Service Improvement initiatives and IT Audits
• Demostrates proficiency in Active Directory/OU/Policies, Windows OS, troubleshooting various applications
• Reporting and trend Analysis using tools like Excel (Power queries, pivots, vlookups), powerpoint, Word

• Certification (Preferred), ITIL foundation or higher
• ITSM Ticketing tools - BMC Remedy/ BMC Helix (Preferred), Service Now, Jira or other ITSM ticketing tools
• Should open to work in flexible shifts

#LI SW1 #INDEED

At LifeLabs, we strive to create an inclusive and equitable workplace where our team members and the communities we serve feel accepted, valued, and respected.

In accordance with , the Accessibility for Ontarians with Disabilities Act, and the Ontario Human Rights Code, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email .

LifeLabs is committed to providing a safe environment for our employees, customers, and the communities we serve. We have been a leader throughout the COVID-19 pandemic regarding health and safety measures and have always put our employees and customers at the center of every decision that we make. As an organization in the health care sector, we believe the COVID vaccination adds a layer of protection that complements the extensive and necessary health and safety protocols that we have taken to date. With this in mind, we currently require all LifeLabs employees, contractors, students and volunteers to be fully vaccinated.

LifeLabs operates under a distributed workforce model, where employee flexibility is a key priority. Further information will be provided during the interview process on what this means for employees.

Job Segment: Service Desk, QA, Quality Assurance, Counseling, Change Management, Customer Service, Quality, Technology, Healthcare, Management

LifeLabs