IT Help Centre Technician

4 weeks ago

Vancouver, Canada The City of Vancouver Full time

**Requisition ID**:37248

**Company**

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

**Main Purpose and Function**

**Specific Duties and Responsibilities**

Business Client Technical Support - Phone Centre - 80%
- Logs into phone and ACD queue and uses appropriate Not Ready and Work states
- Records key client contact information and verifies against client record databases
- Identifies impact and urgency to determine priority of requests and when service outages have occurred assign to appropriate technical support group including external service providers
- Concurrently uses multiple telephone and computer systems and reference resources to handle requests, research answers and log all requests for service
- Adheres to City’s IT Security policies

Workplan/Ticket quality review/Procedure review/Administration - 10%
- Identifies gaps in knowledge base articles, user documentation, websites and reference information, updates as required
- Maintains Service Desk service quality and customer satisfactions standards, including continual development performing self assessment reviews
- Keeps abreast of technology advancements and industry developments
- Carries out meeting administrative tasks

Backup duties/Assigned Tasks - 10%
- Performs other duties as assigned

**Qualifications**

Education and Experience:

- Completion of the certificate program in computer sciences or related discipline at a technical institute or community college plus sound related experience; OR an equivalent combination of training and related experience
- Experience working in a high volume call centre is an asset

Knowledge, Skills and Abilities:

- Sound knowledge with computer, data processing and Microsoft Windows based environments including; Microsoft Office Suites, Windows Operating systems and Internet Explorer
- Working knowledge of wide and local area networks, network and computer peripherals, telecommunications equipment and other related systems
- Considerable knowledge with the use of knowledge base’s and search engines
- Working knowledge of city departmental functions, objectives and procedures
- Considerable understanding of Service Desk operations, procedures, practices and policies.
- Excellent keyboarding/typing skills
- Fluency in the English language both spoken and written
- Excellent interpersonal, communication and listening skills to deal tactfully and effectively and respectfully with all City staff
- Strong ability to condense large amounts of information into readable, understandable, written (typed) details
- Strong multi-tasking capability - includes monitoring and hearing information from the callers via a headset, while reviewing and interpreting information from multiple computers screens, and entering complex data, troubleshooting exercises and responding to the caller
- Good ability to type information directly into a computer as it is being heard
- Ability to respond to difficult or demanding customers with tact, respect and diplomacy
- Ability to troubleshoot, document, analyze and resolve a variety of technical software and network related problems
- Ability to review logs, scripts and diagnose the possible cause of problem
- Ability to make decisions within established guidelines or precedents
- Ability to prepare and maintain a variety of files, records, forms and lists manually and/or using a computer
- Ability to identify trends from incoming calls, and notify superiors
- Ability to provide effective customer service over the phone
- Ability to provide accurate and thorough information to clients
- Ability to enforce rules and policies with calmness, firmness, and fairness
- Ability to work independently while interacting in a team environment
- Ability to learn and retain a working knowledge of roles and responsibilities of other technology groups in Information technology
- Ability to decipher and remember numerous acronyms, codes and abbreviations used in information technology industry and at the City of Vancouver
- Ability to establish and maintain effective working relationships with internal and external contacts and effectively convey clients requirements
- Ability to make decisions and act quickly in an emergency situation, if required
- Able to adhere to predetermined Service

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