Bilingual Support Analyst (English and French)

Job Responsibility:

Who we are

At Heart & Stroke our mission is to promote health, save lives and enhance recovery. We are committed to a culture that exemplifies our core values: champion health, practice humility, embrace change, drive impact, learn and grow and be heartfelt as we work together to beat heart disease and stroke.

We believe in equity, diversity and inclusion - it's embedded in our values and core mission work to support all people in Canada to lead healthier lives. We are committed to applying this principle to cultivate a welcoming environment that embraces diversity among our employees. Candidates from diverse backgrounds, including but not limited to, Indigenous peoples, racialized communities, 2SLGBTQIA+ communities, women, and people living disabilities are encouraged to apply.

To learn more about our mission, values, commitment to EDI, and the difference Heart & Stroke make in the lives of people in Canada at every age, please visit our website.

The opportunity

The bilingual Support Analyst is responsible for providing technical customer service support to Heart & Stroke's English- and French-speaking colleagues and volunteers across Canada by prioritizing, solving, stewarding, and/or escalating technical, application and database-related support issues. This position is also responsible for providing training documentation and inventory management support for the IT Operations team.

How you will make an impact every day

IT Service Desk Support

• Triage and prioritize support tickets based on predetermined service level, language requirements and/or operational agreements
• Investigate, solve and/or determine mediations for incidents (technical, applications, database) where possible
• Provide support for access right requests and other general/ change requests based on predetermined procedures
• Escalate issues to specialized teams (technical, application, database, vendors and/or business partner teams), and inform management of major issues in a timely manner
• Provide excellent customer service; including stewarding all customers (internal or external) on support tickets from start to close
• Use support tracking tools to maintain standards for response time and resolution
• Assist with testing of business and system requirements, hardware and software implementations, and website launches

On/Off Boarding Support

• Ensure IT on and off boarding procedures are followed and implemented on a timely basis
• Work with HR to ensure IT equipment and related materials are distributed/returned on a timely basis for on and off boarding
• Update and track inventory related to on and off boarding staff and volunteers

In Office IT Support

• Provide on-site IT support where necessary
• Provide on-site AV/meeting support where necessary
• Conduct regular server room and equipment checks in designated office

Documentation and Administrative

• Create/Maintain service catalogue, workaround library, access rights documentation and other technology support documentation/reports
• Create/Maintain end user training materials for common and/or known issues
• Train and/or supervise volunteers to assist with duties where necessary
• Provide backup for other support team members
• Assist Director, IT Operations with projects where necessary

Who we need

Experience

• Experience with customer service and/or technology service/help desk-related jobs
• Solid knowledge of Microsoft Windows and Office Suites
• Working knowledge with Azure, Active Directory Services, networking, hardware, AV equipment, telecommunication systems, various MS applications, collaboration tools like Sharepoint and MS Teams, and some knowledge of CRM platforms

Education

• Bachelor's Degree or Diploma in Computer Science, Information Technology, or related study

Skills

• Analytical and problem-solving abilities
• Highly organized and with good time management skills
• Customer service oriented
• Good technical skills and willingness to learn
• Must be self-motivated and have a desire and curiosity to constantly improve technical skills and keep up to date with technological advances.
• Team-oriented and contribute to the achievement of team goals/objectives
• Excellent communication skills, both oral and written, including phone manner
• Flexible, result-oriented, driven and responsive
• Ability to exercise a high level of sensitivity and tact
• Must have strong technical aptitude and specific knowledge of Microsoft is desired.
• Must maintain and adhere to a logical agreed-upon business plan.
• Willingness to learn and take direction.

What we offer

At Heart & Stroke, we make it a priority to foster a culture of caring by implementing practices and programs that foster respect, compassion, trust and attentiveness to our own and others' health and well-being.

In addition to a competitive salary, we believe that time off is integral to the personal health and wellness of our employees. We offer a generous paid time-off package including vacation days, personal days, wellness days, and paid company-wide closure between December 25 and January 1. We also provide competitive health, medical, dental and vision benefits, life insurance, disability benefits, an employee assistance program (EAP) and a defined contribution pension plan with employer matching. Our employees also enjoy a flexible hybrid working model and reimbursement for mobile phones and home office set up, as well as opportunities for professional development.

Apply now

If you want to join the fight to beat heart disease and stroke, please apply by sending your resume by October 27, 2023. Applicants must be currently residing in Canada and legally entitled to work in Canada.

Only those candidates that qualify will be selected for an interview. At this time, all interviews are being conducted via phone and/or video call - we look forward to “virtually” meeting you!

Accommodation

We are committed to fostering an inclusive, barrier-free and accessible environment. If you have been contacted for an interview and require accommodation to participate in the recruitment and selection process, please let us know and we will do our best to address your needs.

Please note: Heart & Stroke has a vaccination policy that requires all employees to be fully vaccinated unless they have a valid exemption. You can view our policy here .

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