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IT Support - Help Desk Analyst

Reference ID: 28467

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Richmond, BC
Vancouver, BC
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Information Technology

Are you a junior IT support analyst with experience providing business and technology first-level support to customers in a help desk environment? Are you committed to exceptional customer service through phone, email, and in-person assistance?


Consider joining our dynamic and professional team of support analysts and apply your technical troubleshooting skills in our fast paced IT Support Desk environment in this temporary, approximately one year assignment. Whether you want to try a new role, get your foot in the door, move on after your assignment or explore avenues to stay, we’d like to hear from you.


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 Business and Technology 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:

  • Completion of a two-year technology related diploma
  • 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
  • An equivalent combination of education and experience will be considered


Who are we?

At WorkSafeBC, we’re dedicated to promoting safe and healthy workplaces across B.C. We partner with workers and employers to save lives and prevent injury, disease, and disability. When work-related injuries or diseases do 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 today and for future generations. We’re honoured to serve the almost 2.3 million workers and 210,000 employers in our province.


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.


We’re an inclusive and accessible employer, committed to employment equity objectives, and we invite applications from all qualified individuals. Please note that this position is restricted to those legally entitled to work in Canada.


To apply

Visit and select Careers to submit a resume and cover letter that details your characteristics, accomplishments, and prior work experience related to the requirements for the position. We can only accept applications submitted through our website.


Thank you, in advance, for applying. Unfortunately, we’re only able to contact those whose applications we will be pursuing further.

Posted: September 13, 2017
Closes:November 12, 2017