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IT Service Delivery Analyst
2 months ago
Job Summary
The Client Support Specialist will provide unscripted first and second-level troubleshooting in a diverse IT environment. This role will support and respond to inquiries/requests for IT-related equipment, maintenance, repairs, and services managed and maintained through IT and Telecommunications.
Key Responsibilities
- Provides first and second-level problem resolution for IT and Telecommunication users across the Province, identifying and categorizing alerts into bugs or enhancements; works with users to identify specific internal or external processes and options for resolution; analyzing and documenting problem details; compiling incident assessments on functional problems or recurring issues for maintenance scheduling.
- Assists users in resolving telephone issues and problems, including wireline, wireless landline, and various landline systems and services by methods such as analyzing/diagnosing presented issues, identifying, formulating, and implementing potential solutions and evaluating outcomes.
- Delivers remote technical support and problem-solving. Investigates and resolves hardware and software issues and problems related to existing systems and applications according to established procedures.
- Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. This role may also assist with troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.
- Provides full technical support for non-standard products (all LOB applications); installs required HW and SW; investigates, documents, analyzes, diagnoses, and resolves issues.
- Handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services).
- Designs, develops, and documents technical support materials, such as end-user instructional material on the use of new technology.
- Conducts testing of application deployments when required to ensure quality assurance of end product, including unit testing and systems integration.
- Proactively researches and evaluates various IT and Telecommunication solutions; recommends new/revised service delivery options, technologies, products, and services to ensure BCEHS' initiatives are aligned with current best practices, technological trends, and upgradeable for future needs.
- Provides clients and departments with different options for equipment, service delivery, and cost efficiencies according to user needs and requirements.
- Liaises/follows up with vendors to ensure issues are resolved.
- Participates in Projects, helping to gather requirements, creating and documenting processes, testing, and implementing.
- Performs other related duties as assigned.
Requirements
- Grade 12, graduation from a recognized two-year computer systems technology diploma program plus two years' recent, related experience or an equivalent combination of education, training, and experience.
- Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC and BC's Declaration on the Rights of Indigenous Peoples Act.
- Ability to type.
- Ability to communicate effectively both verbally and in writing.
- Ability to deal with others effectively.
- Physical ability to carry out the duties of the position.
- Ability to organize work.
- Ability to operate related equipment.
