Service Desk Lead Systems Analyst

6 months ago

Burnaby, Canada British Columbia Institute of Technology (BCIT) Full time

BCIT’s **Information Technology Services** department is seeking a **regular, full-time (1.0 **FTE**) Service Desk Lead Systems Analyst (**LSA**)** to function as part of our Service Desk team. We have one regular, permanent full-time position available. IT Services is a dynamic environment with a passion for service to our students, faculty, and staff. Our Service Desk provides assistance to all members of the BCIT community with a team of full-time and student employees.
- The Lead Systems Analyst (LSA) supervises IT Service Desk operations and maintains high standards of service excellence. This individual is responsible for scheduling coverage and overseeing the training of a customer-focused team. The role works closely with the Manager to continuously improve support processes and standards in order to meet the evolving needs of the Institute. The LSA will also work with other IT Services team members and managers to coordinate resources and develop support plans for new services. In addition, the role monitors and reports on support activities and escalates issues or concerns to their manager when appropriate. This role provides input into budgets and other departmental planning activities.
- **Typical Hours: 8:00 to 4:00pm Monday to Friday (hybrid work available after 1 year probation)**

**Duties & Responsibilities**

**DUTIES** **AND**

**RESPONSIBILITIES**:
***
- Scheduling and resourcing operational activities, including queue management where applicable (e.g. incidents, service requests) scheduling team’s tasks, activities, and project schedules while ensuring adequate resourcing levels.
- Acting as a liaison between management and team members
- Supporting and contributing to front line support during busy cycles (i.e. term start) or during periods when the team is short-staffed
- Providing technical expertise, coaching, and mentoring to other team members while identifying training opportunities
- Assisting the Manager in developing and enforcing standards and methodologies
- Planning and implementing Service Management improvement projects and contributing to other IT Services projects
- Proactively identifying issues within the team and escalating concerns to management as required
- Developing and maintaining internal and external client relationships

**Qualifications**

**QUALIFICATIONS**:
***
**Minimum Qualifications**:

- Institute of Technology diploma, or Bachelor’s Degree in science or business; and
- A minimum of six (6) years current relevant experience in an IT environment, including two (2) years in a supervisory role in a similar capacity preferably supervising teams within a large, complex and unionized environment; or
- An equivalent combination of education, training and experience.
- Excellent supervisory skills to manage teams in a complex unionized environment.
- Strong project management and delivery skills with ability to work with tight schedules.
- Proven commitment to providing and maintaining the highest level of customer service.
- Effective oral and written communication skills to a wide and varying size of audience, including documentation and public facing communication channels.
- Proven analytical and problem solving skills.
- Strong organizational skills and ability to meet changing priorities and multi-task while meeting strict deadlines.
- Must be a team player and work well with cross-departmental teams.

**Desired Qualifications**:

- Experience with ITIL processes: Incident, Service Request, Problem, and Change Enablement
- Strong conflict resolution skills and ability to quickly assess and prioritize issues to diffuse escalating situations.
- Experience in developing standards and processes.
- Experience using IT Service Management software (such as ServiceNow, Cherwell, TeamDynamix).
- Strong understanding of IT support requirements of higher education enterprise environments
- Working knowledge of the following technologies:

- Microsoft technologies (Teams, MFA, M365, Entra ID, InTune, SCCM, Exchange).
- Endpoint protection tools (SentinalOne, Defender).
- Wired and wireless networks and general knowledge of network protocols.
- Operating systems (Windows 10/11, OSX, iOS, Android).
- Accounts and Access management
- Experience with writing and maintaining user documentation.
- Experience with automated call distribution (ACD) call centre software and other related technologies (Cisco Finesse).
- Experience developing service level agreements (SLAs) and monitoring performance against SLAs.
- Experience creating status and metric reports for a variety of audiences.
- Strong verbal and written communications.
- ITIL v4 certification, HDI Service Desk Supervisor or Manager certification, and conflict resolution training preferred.

**Additional Information**

**Benefits - Why you’d love working with us**
- Competitive pay
- Minimum of twenty-five days of vacation (or more, depending on your **position**)
- Competitive employer-paid extended healt

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