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For over 50 years, LifeLabs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services. We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratory tests come through LifeLabs’ laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust. We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At LifeLabs, you can make a meaningful impact on Canadians’ lives every day. Our teams are at the heart of everything we do. 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. As part of this commitment, LifeLabs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve. 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. These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture. 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 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. Pay programs are communicated regularly in an accessible and transparent manner. LifeLabs is also proud to offer resources, opportunities, as well as a collaborative and supportive environment that enables our team members to thrive. In addition to a competitive compensation package, LifeLabs provides a comprehensive total rewards program, specific to the job position. Your package may include: Employee Group Benefits: Competitive coverage for employees and their families to support their overall health and wellness needs, including Extended Health Care, Dental Care, and Life Insurance. Retirement Savings Plan Vacation and Wellness Days Employee Wellness and Giving Programs: Our award winning mental, physical and financial wellness programs aim to address the comprehensive well-being of our team members, including resources like the 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., and optional health-related benefits. 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. For a confidential inquiry or to request an accommodation, please contact your recruiter or email [email protected]. 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. Please ensure you ask if this position requires the successful candidate to be vaccinated or undergo immunization screening. Ready to empower healthier Canadians? Apply today!

What you’ll do

The IT Support Analyst serves as the primary point of contact for technical issues, managing tickets via calls, emails, and forms while ensuring high-quality service delivery. They also contribute to process improvement initiatives, maintain knowledge management documentation, and provide guidance to team members.

Requirements

Candidates must possess a diploma or degree in Information Technology or a related field along with 5-7 years of experience in a technical support role. Strong skills in customer service, technical troubleshooting, and handling escalations are essential for this position.

Benefits

• Extended Health Care • Dental Care • Life Insurance • Retirement Savings Plan • Vacation Days • Wellness Days • Employee & Family Assistance Program • Financial Planning Tools • Professional Development Reimbursement • Membership Reimbursement • WorkPerks • Home and Auto Insurance Discount

Listed skills

• Customer service · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Service Desk
• Technical Troubleshooting
• Customer Service
• Hardware Support
• Software Support
• Networking
• ITSM
• Knowledge Management
• Incident Management
• Ticket Quality Assurance
• Process Improvement
• Mentoring
• Escalation Management
• SOP Maintenance
• Service Improvement
• Courage
• Technical Issues
• Dental Care
• Technical Support
• Customer Support
• Investments
• Computer Science
• Information Technology
• Desktop Support
• Disease Prevention
• Equities
• Financial Planning
• Help Desk Support
• Issue Tracking
• Innovation
• IT Service Management
• Laboratory Testing
• Quality Assurance
• Service Improvement Planning
• Triage
• Troubleshooting (Problem Solving)
• Teamwork

Job areas

• Technology
• Customer Service & Support
• Healthcare
• IT Support Analyst
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists