Bilingual Client Benefits Technical Analyst providing technical expertise on drug, dental, and health benefits for Express Scripts Canada. Supporting customers and internal teams with inquiries and issues.
About the role
- Technical Analyst providing IT support and troubleshooting across multiple channels for FCC, a federal Crown corporation supporting Canadian agriculture.
Responsibilities
- Provide IT support through phone, email, chat and in‑person interactions, supporting a coast‑to‑coast Service Desk during business hours
- Investigate, analyse and resolve service desk incidents and service requests
- Troubleshoot a wide range of first-level IT issues across systems, applications and devices
- Monitor and support day-to-day technologies and services
- Escalate issues when required based on troubleshooting and documentation
- Maintain accurate ticket documentation, including updates, actions and next steps
- Develop and update knowledge base articles and documentation for common issues
- Collaborate with internal teams to ensure efficient resolution and service delivery
- Support onsite technology needs, including equipment setup, moves and basic hardware troubleshooting
- Assist with asset handling and inventory tracking where required (20–40 lbs)
Requirements
- A certificate, diploma or degree in computer science, engineering, mathematics or a related field, or an equivalent combination of education and experience
- 2–4 years of customer support or service desk experience
- Ability to work flexible or rotating shifts to support Service Desk operations
- Strong analytical and troubleshooting skills
- Working knowledge of common operating systems, software, and business applications
- Basic understanding of computer hardware and peripherals
- Familiarity with ITIL processes and service management tools
- Experience using and contributing to knowledge base documentation
- Strong attention to detail, especially in documentation and process adherence
- A friendly, customer-focused mindset with strong communication skills
Benefits
- Competitive total rewards packages: market-aligned and performance-based salary and incentive programs
- Flexible and comprehensive group benefit and savings plans
- Well-being support through benefits and wellness programs
- Learning and development opportunities
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