Support Analyst I

WorkSafeBC; Richmond; On-site; CAD 93,677,000 - 116,958,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary

Job summary

WorkSafeBC in British Columbia is seeking an experienced Support Analyst I to provide first-level business and technical support to internal customers via phone, email, and in-person assistance. This 18-month temporary role offers a hybrid work model.

You will troubleshoot, gather customer needs, document interactions, and coordinate with senior staff when needed. The position requires a diploma in CS or related field and at least two years of related experience in customer service and

Qualifications

• Diploma in Computer Science, STEM or related discipline.
• Minimum of 2 years of related work experience in customer service, technical support, education, systems planning, knowledge management, or related fields of business and technology.

Responsibilities

• Resolve problems and liaise with customers to improve services and processes, and keep customers informed on their problem status/resolution.
• Troubleshoot issues and 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.
• Consistently models the appropriate level of organizational behaviours expected of all WorkSafeBC employees: responsive, respectful, fair, collaborative, accountable, and forward thinking.

Skills

Customer service

Technical support

Active listening

Communication

Problem solving

Education

Diploma in Computer Science, STEM or related discipline

Job description

Overview

Want to use your technical expertise to build an IT career with a difference? We're looking for an experienced Support Analyst I to provide first-level business and technical support to internal customers through phone, email, and in-person assistance.

This is a temporary role for 18-months

How you'll make a difference

As a Support Analyst I at WorkSafeBC, you'll be using leading-edge technology to help connect British Columbians to healthy and safe workplaces.

Where you'll work

At WorkSafeBC, we offer a hybrid work model that combines working remotely, and in our offices based on the operational needs of the position.

What you'll do

• 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 elevate 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
• Consistently models the appropriate level of organizational behaviours expected of all WorkSafeBC employees: responsive, respectful, fair, collaborative, accountable, and forward thinking.

Is this a good fit for you?

• 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
• This position requires regular and punctual attendance.

Your background and experience

• Diploma in Computer Science, STEM (Science, Technology, Engineering, Math) or related discipline.
• A minimum of 2 year of related work experience in one or more of the following areas: customer service, technical support, education, systems planning, knowledge management, or other related fields of business and technology.

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

Important to know

• Consent to a criminal record check Successfully meet two different criminal record clearances, one of which meets the legal requirements under the Criminal Records Review Act to work with children and/or vulnerable adults. Or successfully meet the legal requirements under the Criminal Records Review Act to work with children and/or vulnerable adults.
• Confirm you're legally entitled to work in Canada

Who we are

At WorkSafeBC, we promote 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 or diseases occur, we provide compensation and support injured workers in their recovery, rehabilitation, and safe return to work. We're honoured to serve the 2.49 million workers and 263,000 registered employers in our province.

What's it like to work at WorkSafeBC?

It's challenging, stimulating, and rewarding. Our positions offer diversity and 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 ability to make a difference relies on building a team with a rich variety of skills, knowledge, backgrounds, abilities, and experiences that reflect 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.

Learn more:

Discover who we are.

Our benefits

As a member of our team, you'll have access to services and benefits that help you get the most out of work - and life. Along with a competitive salary, your total compensation package includes:

• Extra 4% of your salary in lieu of benefits and 4% in lieu of vacation from the day you start

Once you've worked for 1820 hours (approximately 12 months), you'll switch to getting:

• 3 weeks of vacation with regular increases based on years of service
• Extensive health care and dental benefits
• Sick leave and long-term disability coverage

Learn more:

Find out what we offer

Salary: $32.92 - $40.83/hourly