Service Desk Analyst - French & English Speaking

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

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.
Excellent communication skills, both oral and written, including phone manner
Flexible, result-oriented, driven and responsive
Must have strong technical aptitude and specific knowledge of Microsoft is desired.
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.
At this time, all interviews are being conducted via phone and/or video call - we look forward to “virtually” meeting you!
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 .