The YWCA Metro Vancouver Helpdesk Analyst will act as the first point of contact for customer interactions dealing with technical issues for a federal program. The role will resolve basic technical issues via telephone or written correspondence via email or other electronic media while working with the service desk ticketing system. The role will work collaboratively with project staff, teammates and the organization’s technical support team. The Helpdesk Analyst will be required to adhere to project policies and procedures, troubleshoot technical issues, have efficient IT documentation skills, handle interaction resolution and escalation, and provide a high level of customer support to vulnerable communities across the region.
- Provide technical assistance and support for incoming queries and issues related to computer, tablets or smart phones, software and hardware
- Respond to queries either virtually or over the phone
- Cold call clients who have requested a computer to determine if one is still required
- Run diagnostics programs to resolve problems
- Walk the customer through the problem-solving process
- Follow up with customers to ensure issues have been resolved
- Gain feedback from customers about computer usage
- Write procedures and/or manuals
- Pass on any feedback or suggestions by customers to the appropriate internal team and Program Manager
- Identify and suggest possible improvement on procedures
Other Duties and Expectations:
- Demonstrate thorough effective listening to identify customer technical needs, provide technical assistance and appropriate solutions
- Ensure client’s queries and concerns are resolved in a prompt, helpful and professional manner
- Ensure customer satisfaction by responding to and troubleshooting customer technical concerns by being a single-point-contact
- Other duties as required
Desired Eligibility Requirements
- College diploma in computer science related discipline, or combination of equivalent education and work experience
- Technical understanding of Microsoft Windows technologies, Microsoft Office products, the internet, Remote Access, mobile device platforms, printers, IP telephony, and technical ticketing platforms
- Willingness to deliver outstanding customer service
- Ability to deliver project services mainly remotely from a work-at-home arrangement
- A valid clear criminal record check (including working with vulnerable populations) is required.
Help us make a difference
Established in 1897, YWCA’s vision is to achieve women’s equality and its mission is to touch lives and build better futures for women and their families through advocacy and integrated services that foster economic independence, wellness and equal opportunities. YWCA serves over 48,000 clients annually, with 66 programs and services in 75 locations.
We are proud to be an equal opportunity employer, and value our diverse workplace. Women, Black, Indigenous and People of Colour, LGBTQ2S+ individuals and people with disabilities, are strongly encouraged to apply.
Consider joining our committed team of staff and being part of an inclusive and rewarding workplace. Candidates are invited to send cover letters and resumes by October 18th, 2021 to:
Owen Stride, Program Manager
535 Hornby Street, Vancouver, BC, V6C 2E8
We thank all who apply, but only applicants selected for an interview will be contacted. All employment will be decided on the basis of qualifications, merit, and business need. For more information about this and other YWCA Metro Vancouver career opportunities, please visit ywcavan.org.