Help Desk Analyst

Pacific Blue Cross (PBC) has been British Columbia's leading benefits provider forover 80 years. We are an independent, not-for-profit society with strong roots in BC’s health care system. We provide health, dental, life, disability, and travel coverage to 1 in 3 British Columbians through employee group plans and individual plans.

We are fueled by a commitment to keep health care sustainable for all British Columbians. Through our PBC Health Foundation, we fund projects that improve health outcomes directly related to mental health and wellbeing as well as the prevention and/or management of chronic disease. We are interested in finding people who want to make a difference and who are looking to grow their career with us.

- Work-life balance with flexible working hours of 7 hours per day, Monday to Friday (i.e., 35 hours per week).

- Paid vacation starts at 3 weeks per year, and increases with years of service.

- Generous benefits, including extended health, dental, and life insurance; depending on the plan that you choose, these benefit premiums can be 100% paid by PBC.

- Education allowance up to $1,000 per calendar year.

- Onsite gym, cafeteria, and access to virtual doctors/counsellors 24/7 via our Employee Family Assistance Program

About the Position

- We are searching for 1 temporary Help Desk Analyst to join our Information and Technology Service team and work from our Burnaby office.

- This position is unionized and part of the CUPE 1816 Bargaining Unit. This position is paid at hourly rates and receives wage increases in accordance with the Collective Agreement. The wage for this position is: $5,638 - $6,626 per month.

Job Summary

Under the general supervision of the Manager, provides second level technical service and support to internal users in the diagnosis and resolution of continuing service needs for hardware, software, telephony and network components where first call resolution was escalated due to support or time limitations. Determines nature and severity of the issue, identifies options, implements immediate fixes or workarounds and facilitates user acceptance of troubleshooting and service delivery outcomes. On a regular relief basis, provides first level help desk support to internal and external users of a diverse range of business software applications, hardware platforms, telephony and productivity tools. Participates in infrastructure projects as required.

Job Duties

IaTS Systems Maintenance and Support – Desktop and Network Set Up and Troubleshooting Services

1. Provides second level technical service and support to internal users in the diagnosis and resolution of operational issues and requests for service delivery related to hardware, telephony and network components by receiving referrals for desktop support through the help desk by:

- identifying options for resolving problems and delivers service outcomes within service level objectives;

- implementing fixes or workarounds where possible and updates ticket status to ensure documentation and tracking of desktop issues is maintained;

- facilitating user acceptance of troubleshooting outcomes;

- referring trends encountered in problem tickets to the appropriate service team;

- maintaining a variety of help desk resource materials.

2. Builds, tests and deploy new workstations consistent with the IaTS master image including standard operating system configuration, access services and business applications configurations of end devisees.

3. Replace hardware components as necessary to maintain existing equipment no longer under warranty.

4. Files and logs network server change requests as appropriate.

5. Maintains inventory stock levels of hardware and peripherals.

IaTS Systems Maintenance and Support – Help Desk Services

6. On a regular relief basis, provides first level technical service and support to internal and external users of a diverse range of business software applications, hardware platforms, telephony and productivity tools by:

- receiving IaTS service and support requests through an incoming phone queue or online service ticket and identifying the application or tool involved;

- responding to IaTS service and support requests received through email or online service ticket or occasionally in-person visits;

- determining the nature and severity of the user issue through the application of an urgency/impact matrix and applying established troubleshooting routines to facilitate problem diagnosis;

- analyzing potential sources of the problem and implementing immediate fixes where possible;

- escalating specific types of problems to technical Specialists, Analysts or other resources as required and in accordance with escalation/troubleshooting protocols;

- generating tickets for break/fixes, service requests and problems by logging description, resolution and escalation status onto automated tracking software and ensuring active management of ticket actions and outcomes;

- following up with users to ensure user satisfaction with services provided;

- providing technical advice and information to users on program use, security features, printing and hardware use, and other applications support.

7. May provide system administrator support, notifications to users of upcoming maintenance, attending and participating in vendor webinars.

General Team and Department Support

8. Participates in infrastructure projects as required.

9. As a member of the Help Desk Team, participates in group discussion on process and productivity improvements.

10. Maintains up to date knowledge of legacy and new distributed systems applications, telephony systems, security requirements, general technology trends and other information related to the provision of help desk services to managers, staff, customers, clients and members through continuing review of technical materials related to changes in in-house systems or the introduction of new systems, online research, information exchanges with colleagues and technical contacts, and attending regular technical training on an annual basis.

11. Creates, updates and maintains IaTS knowledgebase articles and solutions to promote consistent first call resolution and knowledge sharing amongst team members.

12. Performs other assigned duties related to the provision of help desk services which do not affect the rating of the job.

If you’re excited about taking on this opportunity, we invite you to apply today and start the conversation with us about this position. Together we can create a healthier British Columbia through teamwork, exceptional service and accountability that will help improve sustainable healthcare.

PBC is an Indigenous Works employer of choice, an Insurance Business Canada Diversity, Equity, and Inclusion award winner, one of Canada’s Greenest employers, a Canadian Centre for Diversity and Inclusion (CCDI) employer partner, and a Pride at Work partner.

We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of Indigenous identity, race, colour, ancestry, place or origin, political belief, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, age, physical or mental disability. We are an equal opportunity employer and welcome applications from all qualified candidates.

To request an accommodation in completing this job application, testing, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to careers@pac.bluecross.ca. These accommodation requests will be reviewed confidentially and, on a case-by-case basis by Human Resources.

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