Support Analyst II

T-Net British Columbia; Richmond; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A public health organization in the United Kingdom seeks a Support Analyst II to provide first-level technical support. This role includes troubleshooting and resolving issues, gathering customer feedback, and contributing to knowledge bases. Applicants should have a Bachelor’s Degree or Diploma in a relevant field and three years of tech support experience. The position offers a hybrid work model and a competitive benefits package.

Benefits

4% of salary in lieu of benefits

4% in lieu of vacation

3 weeks of vacation after 1820 hours

Extensive health care and dental benefits

Sick leave and long-term disability coverage

Qualifications

• A minimum of three years experience in technology support or knowledge management.
• Ability to diagnose and troubleshoot problems effectively.
• Experience in providing training and documentation.

Responsibilities

• Provide first-level support for business applications and technology.
• Troubleshoot issues with medium to high complexity.
• Compile and analyze statistics to identify trends.

Skills

Problem-solving

Technical support

Customer service

Active listening

Documentation

Education

Bachelor's Degree or Diploma in Computer Science, Information Technology, STEM or Business

Job description

We're looking for experienced Support Analyst II to provide internal and external stakeholders with business application and technology first-level support within a helpdesk environment.

Do you have experience supporting channels including phone or email support and specialize in collaboration tools such as video conferencing and mobile devices influenced by ITIL framework?

This is a temporary role for 14-month.

How you'll make a difference: As a Support Analyst II 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

As a support analyst you will:

• Resolve problems and liaise with customers to find ways to continually improve helpdesk services and processes, and keep customers informed on their problem status/resolution
• Troubleshoot issues and make decisions that have a medium to high level of complexity to assess customer priority and impact, and escalate issues to senior support if required by utilizing incident and problem management processes and best practices
• Gather customer needs, provide consultations, educate, and record all interactions in the designated tracking tools
• Resolve complex problems/requests and contribute to knowledge bases and online services
• Provide hardware and software support for all standard WorkSafeBC technologies by leveraging your experience in LAN and WAN technologies, PC hardware, LAN administration, mobile hardware, software, and PC desktop software
• Compile and analyze statistics, metrics, and reports to identify trends and develop recommendations
• Participate in projects as a subject matter expert, user acceptance tester, and post-implementation support service
• Coordinate and/or provide education to customers to better leverage the hardware and software used at WorkSafeBC
• 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?

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 training to individuals and groups to educate customers on technical information and products, and coach and mentor peers
• Develop complex technical and non-technical documentation, and present verbally and in writing, to a variety of internal and external audiences

Your experience and educational background:

• Bachelor's Degree or Diploma in Computer Science, Information Technology, STEM or Business
• A minimum of three years of experience in one of the following areas: technology support, systems implementation, systems planning or knowledge management

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

Important to know

• Consent to a criminal record check
• 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.

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
• Applications are welcomed immediately; however, must be received no later than 4:30 p.m. PST on the closing date.
• Please note that we will be starting assessments prior to the closing date.

We encourage all qualified applicants to apply. If you require an accommodation in the assessment process, please email Recruitment Testing Accommodation (SM) when you submit your application.

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