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Support Analyst I

Richmond, BC
Full Time
7 days ago

Want to use your expertise to connect to an IT career with a difference? As a Support Analyst I with WorkSafebC, you'll do just that. Using leading-edge technology, you'll help connect British Columbians to healthy and safe workplaces - providing support for injury prevention programs, rehabilitation services, workplace insurance, and strong health and safety cultures.

In this role, you'll provide first-level technical support for all business and technology inquires for internal customers through phone, email, and in person assistance.

This position is a full-time permanent position and will be remotely based during the COVID-19 pandemic. Please note that after the pandemic, the position will be based in our Richmond office.

What you'll do

As a support analyst I you will:
  • Resolve problems and liaise with customers to find ways to continually improve services and processes, and keep customers informed on their problem status/resolution
  • Troubleshoot issues and make decisions to assess customer priority and impact, and escalate issues to senior support if required
  • Gather customer needs, provide consultations, educate, and record all interactions in the designated tracking tools
  • Provide administrative support for hardware/software procurement, service catalogue maintenance, ordering supplies, monitoring photocopiers/printers, and overseeing the laptop/PC viewer loaner pool
  • Assist in projects, work assignments, and evaluations to improve the service and operation of Customer Support Services

Is this a good fit for you?

We're looking for someone who can:
  • Maintain a professional and positive attitude while managing challenging situations and customer interactions
  • Diagnose and troubleshoot problems in a computer support environment, and provide appropriate and timely solutions
  • Gather relevant information from others by using active listening techniques and reading and interpreting written information
  • Provide general knowledge of internet and intranet concepts
  • Employ knowledge of mobile hardware, software, and components, as well as PC desktop software (e.g., word processing, spreadsheet, database, graphics)
  • Apply working knowledge of help desk tools, processes, as well as problem management processes and systems
  • Identify, prioritize, and perform work activities based on the changing needs of the work environment
  • Clearly compose and deliver verbal and written information for technical and non-technical audiences to convey, explain, and educate customers on technical information and products

Your experience and educational background:
  • A diploma in Computer Programming or Systems Technology
  • A minimum of two years of experience in one or more of the following areas: customer service, technical support, education, systems planning, knowledge management, or other related fields in business and technology

We'll consider an equivalent combination of education and experience.

Please send any additional application materials via email to Talent Team by 4:30 p.m. on the closing date of the competition.

If you require an accommodation in the assessment process, please email HR Testing Accommodation (SM) at the time you submit your application.

Who are we?

At WorkSafeBC, we're dedicated to promoting safe and healthy workplaces across British Columbia. We partner with workers and employers to save lives and prevent injury, disease, and disability. When work-related injuries and diseases occur, we provide compensation, and support injured workers in their recovery, rehabilitation, and safe return to work. We also work diligently to sustain our workers compensation system for today and future generations. We're honoured to serve the 2.4 million workers and 245,000 registered employers in our province.

We recognize that our ability to make a difference relies on building a team with a rich variety of skills, knowledge, backgrounds, abilities, and experiences, and which reflects the diversity of the people we serve. We are committed to fostering a welcoming, inclusive, and supportive work culture where everyone can contribute as their best, authentic self. We encourage all qualified applicants to apply.

What's it like to work at WorkSafeBC?

It's challenging, stimulating and hugely rewarding. Our positions offer tremendous diversity and excellent opportunities for professional growth. Every day, the work we do impacts people and changes lives. What we do is important and so are the people we do it for.

Our benefits

Being part of WorkSafeBC means being part of a strong, committed team. Along with a competitive salary, your total compensation package includes vacation, optional leave arrangements, health care and dental benefits, and contributions toward your retirement pension. As a member of our team, you'll have access to services and benefits that can help you get the most out of work - and life. Learn more about what we offer .

You will be required to successfully meet WorkSafeBC's requirements with regards to a criminal record clearance.

This position is restricted to those legally entitled to work in Canada.

Thank you, in advance, for applying.
Information Technology