Service Desk Analyst – Ontario
CBI Home Health supports people at home and in the community. We are one of Canada’s leading specialized community services, home and integrated care providers, operating in more than 800 communities across the country. Our teams work together to deliver the right care at the right time, helping people live safely, independently, and with dignity. Learn more at cbihomehealth.ca (https://recruiting.ultipro.ca/CBI5100CBIH/cbihomehealth.ca).
Because Your Care Matters.
CBI Home Health is looking to hire a temporary Service Desk Analyst in Ontario.
Salary Range: The salary range for this position is $48,000 – $58,000 per year.
Vacancy Disclosure: This job posting is for a new vacancy.
Why CBI Home Health?
We’re committed to making a difference in people’s lives – and that starts with yours. You’ll enjoy a flexible schedule that allows you to achieve your goals at work and at home. As you care for others, CBI Home Health will care for you by providing the equipment, training and resources that you need to feel confident every day.
Our Total Rewards offerings include:
- Reward and recognition programs, including earned-wage access through our partnership with ZayZoon.
- Comprehensive Benefit and Retirement packages.
- Employee discount and perk offerings with various partnerships, including Perkopolis, Telus, Rogers, Goodlife, etc.
- Employee Assistance Program.
- Paid orientation, training and development with opportunities to grow your career.
What you will do
- Provide frontline IT support for end users via phone, chat, and ticketing system.
- Diagnose and resolve hardware, software, network, and account-related issues.
- Install, configure, and support approved applications, devices, and peripherals.
- Manage user accounts, including password resets, access changes, and onboarding.
- Log, track, and resolve incidents and service requests within SLA targets.
- Deliver high-quality customer service with a focus on First Call Resolution.
- Escalate complex issues to appropriate technical teams when required.
- Perform IT asset management, including assignment, tracking, and decommissioning.
- Maintain accurate documentation of tickets, resolutions, and user interactions.
- Adhere to ITIL processes, privacy requirements, and health & safety standards.
What you will need to be successful
- 2-3 years IT Service Desk Experience.
- Strong Technical or Governance and Compliance understanding.
- Excellent verbal and written communications, interpersonal skills and political acuity.
- Proven to work well alone and in a group setting.
- Well-reasoned, logical approach to problem-solving.
- Strong communications and interpersonal skills.
- Superior Time Management.
- Ability to change & move quickly.
- Bachelor’s degree, College degree (or equivalent experience) in technology or related field.
- Understanding & ability to speak and write in French considered an asset.
- ITIL V4 Foundation.
Recruitment Technology Disclosure: We use technology and automation to support administrative aspects of our recruitment process. Artificial Intelligence is not used to evaluate, rank, or select candidates. All hiring decisions are made by people.
CBI Home Health is committed to a diverse, equitable, and inclusive workplace. We welcome applications from all qualified individuals and are committed to providing accommodations throughout the hiring process in accordance with applicable legislation. Please advise your recruiter if you require an accommodation.
