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Job Description

Support Desk Coordinator

Rate TBD
Location Ottawa, ON Canada (On-site)
Type of project Administration, Specialized Help, Writing/Translation Customer service, Technical support, Translation: English, Translation: French
Duration 1 year contract ongoing
Education required College/University
Years of experience 2 - 5 years
Type of employment N/A
Area of Specialization Other
Languages required N/A
Workhoppers Ottawa ON
Job Description

The key responsibilities of the Support Desk Coordinator are:

· Professionally respond to incoming questions and requests in both French and English from our Coordinators, Facilitators, Participants and health organizations in an effective and timely manner

· Troubleshoot complex issues, co-ordinate and implement solutions for learners, facilitators and coordinators

· Ensures that issues are resolved both promptly and thoroughly across multiple channels (phone, chat, email)

· Support delivery of online courses using Zoom

· Continuously evaluate and identify opportunities to drive process and the Learning Management System (LMS) improvements that positively impact the user experience

· Maintains facilitator information within the LMS

· Helps manage and maintain FAQs and other Help Desk guides, manuals, and tutorials

· Responsible for smooth dissemination of LEAP courseware supported by the LMS including troubleshooting and resolving user issues

· Develop and document processes or policies to promote optimal use of the LMS

· Assist in the development and lead the implementation of LEAP Courseware

· Dissemination Plans; ensure trainings are on track and key milestones and objectives are being met within designated timeframes

· Provide planning and logistical support for LEAP facilitator training

Required Education, Skills and Qualifications

· Proven ability to write and edit materials in different formats and adapt them to meet the needs of different audiences

· Strong oral communication skills and is capable of explaining complex concepts in a clear and concise manner.

· Experience working on and/or coordinating projects or programs, including tracking deliverables and meeting deadlines.

· A self-starter who can work both independently and cooperatively within a team environment.

· Experience working in a customer service environment.

· Computer literacy in a Windows environment utilizing Microsoft applications including word processing, spreadsheets, presentation, database software and desktop publishing

· Strong customer service skills.

· Bilingual (French and English)

· Ability to work outside regular business hours, as required due to working with community stakeholders.

· Completion of a University Degree in Health Science or related discipline is asset.

· Experience with Community engagement an asset


Specific schedule:
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-October 11, 2021


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