Support Analyst
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 makes in the lives of people in Canada at every age, please visit our website.
The opportunity (12 month contract)
H&S offers a hybrid work environment. For this role, candidates must live in Toronto and be able to work from our office (Yonge & Eglinton) up to 3 days a week.
Reporting to the Director, IT Operations, the Support Analyst (12 month contract) is responsible for providing technical customer service support to Heart & Stroke's colleagues and volunteers across Canada by prioritizing, solving, stewarding, and/or escalating technical, application, cybersecurity 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 pre-determined service level and/or operational agreements
Investigate, solve and/or determine mediations for incidents (technical, applications, cybersecurity, database) where possible
Provide support for access right requests and other general/ change requests based on pre-determined 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 when scheduled to be in the office
Provide on-site AV/meeting support when scheduled to be in the office
Conduct inspections and maintain equipment inventory in office server room
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
Education
Bachelor's Degree or Diploma in Computer Science, Information Technology, or related study
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, MS applications, MS Defender, collaboration tools like Sharepoint and MS Teams, and some knowledge of CRM platforms
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.
Bilingual in French and English would be an asset
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, Heart & Stroke believes that time off is integral to the personal health and wellness of our employees. We offer paid wellness days and personal days. In addition, we provide health, medical, dental and vision benefits. Furthermore, our staff enjoy flexible hybrid working arrangements and support with reimbursement for mobile phones and home office set up.
Apply now
If you want to join the fight to beat heart disease and stroke, please apply by sending your resume by December 16, 2024. 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.