Bilingual IT Helpdesk Support

7000 Pine Valley Dr, Vaughan, ON L4L 4Y8, Canada Req #1264
Wednesday, May 4, 2022
You were made to save animals, we take care of the rest. Founded in 2006, VetStrategy is Canada’s largest operator of veterinary hospitals and clinics. The company operates over 340 hospitals and clinics across Canada and employs over 5,500, dedicated veterinary professionals. VetStrategy has undergone a tremendous amount of growth and continues to grow at a rapid pace. Our business model is simple; we work with our veterinary partners to acquire ownership in veterinary hospitals, and then help in the management of these practices. This allows the medical team to focus on practicing first-rate medicine, and allows the clinic’s staff, clients, and patients to benefit from experienced business operators and managers.

The Role

Reporting to the Manager, IT Operations, the Bilingual IT Helpdesk Support agent will work as part of the IT Helpdesk Desk providing a first point of contact to all VetStrategy IT users.  Our IT Helpdesk  Team provide a high standard of customer service and communication for our head office support team and practices across Canada.


The IT IT Helpdesk  supports over 5,000+ colleagues across 300+ practices working in our IT Support Helpdesk.


The role will be required to accurately record a detailed description of all tickets taken capturing key information to assist our customers.


The aim of the IT Helpdesk  is to resolve as many of these tickets as possible and to monitor, track, own and communicate the resolution of tickets by other IT support teams.



  • Responsible for providing support for all VetStrategy services in line with agreed Service Level Agreements
  • Configuring, shipping and tracking desktops, laptops and mobile devices
  • Processing and coordinating timely responses to tickets and keeping customers appraised of progress to achieve resolution within agreed service levels
  • Provide desk-side support to all VetStrategy employees in the IT Helpdesk  
  • Ensuring all tickets are logged and data captured in full and correctly 
  • Troubleshooting IT related issues from software to hardware, such as mobile phones, desk phones, laptops, PCs and printers
  • Create a positive impression of the IT Helpdesk  by building a rapport with customers, focussing on business needs and delivering best possible customer service
  • Communicate customer updates in a clear, positive and professional manner
  • Work with third-party suppliers as required
  • Play an active role in contributing to and maintain a knowledge base of
  • technical and non-technical documentation used by IT and for self-service.
  • Adhere to all company & IT processes & policies
  • Be approachable and professional at all times


Background, Experience and Qualifications

  • Bilingual candidates will be considered highly desirable 
  • Basic understanding of ethernet, TCP/IP, DHCP, DNS, LAN, WAN and VPN technologies.
  • Knowledge of MS Client operating systems
  • Knowledge of ticket management
  • Software licensing
  • Hardware management
  • Exposure to remote support software
  • Email and other productivity tools such as MS Office 365, Office 2016, Office 2010, SharePoint          
  • Proactive and able to work in a fast-paced and constantly changing environment whilst acting in a professional manner
  • Excellent interpersonal communication skills, both verbally and written
  • Customer focussed attitude with positive approach. 
  • Excellent telephone manner, listening and empathy skills. The ability to tailor personal approach to deal with customers with different levels of understanding and at all levels
  • Problem solving and diagnostic skills
  • Listens to instructions
  • Flexible and adaptable to change
  • Excellent organizational skills and time management
  • Attention to detail and quality of work
  • Remote and in person user support
  • Comfortable working in a pet friendly environment


Our Ideal Candidate possesses the following Cultural Competencies:


We are Relationship Focused!

  • In every interaction with the hospitals, we build and maintain personal connections and trust.  All relationships matter regardless of different levels, functions, cultures or geography.


We Collaborate!

  • Different perspectives are encouraged as we look for the best way to do things.  We collaborate with the hospitals and one another to ensure that all work is in the best interest of the hospital and takes into account the unique needs of each location.  We are externally focused on our hospitals rather than only internally focused on our processes.


We Speak the Truth!

  • We are honest and transparent.  We can question or challenge without fear of negative repercussions.  We support one another and take responsibility for ourselves.


We are Humble!

  • We’re all in this together. There is no room for ego or hierarchy mentality here.  We are unpretentious and approachable.  We support and appreciate one another.  We regularly seek feedback without defensiveness.  We reflect on our activities and the impact we have on others.


We Take Care of the Rest!

  • We view everything we do through the lens of the hospitals.  We seek to understand first.  Every decision we make is based on impact to patient care, client service, and hospitals teams.  We do what’s best for the hospitals not just Home Office.


Do not miss out on this unique opportunity to join a fun and dynamic team! VetStrategy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please reach out to  

Other details

  • Pay Type Salary
Location on Google Maps
  • 7000 Pine Valley Dr, Vaughan, ON L4L 4Y8, Canada