Business Support Specialist

1 week ago

Surrey, Canada Westland Insurance Ltd. Full time

Westland Insurance Group Ltd has an exciting opportunity for a Support Specialist at our brand new Head office at King George Hub in Surrey, BC. This position is open to remote working for applicants who are outside of BC.

This is a great opportunity to join our IT Operations team.

**What we offer**:

- Comprehensive medical and dental benefits
- Diverse mix of staff and demonstrated work/life balance
- Career growth opportunities and continuing education programs

**The Opportunity**:
The Support Specialist is an integral member of the IT team and is responsible for ensuring that incidents relating to in-house computing systems are recorded and resolved by means of troubleshooting problems, advising on appropriate actions, or redirecting to appropriate resources using the IT Service Management System.

**In this role you’ll**:

- Form part of a Service Desk team, acting as a single point of contact to communicate, manage and resolve IT incidents (break/fix) and fulfill service requests
- Participate in IT customer projects including office moves, infrastructure deployments, and cloud services
- Update, create and maintain support documentation
- Add users to a network and assign and update security permissions on the network
- Responsible for time allocation/prioritization, task management, and client follow up
- Support users on the proper use of hardware and software
- Document, track, and monitor tickets in the ticketing system to ensure timely resolution
- Work as part of a team in a structured environment with defined targets and deliverables
- Ability to prioritize and quickly turnaround escalated / expedited user requests
- Troubleshoot/investigate issues related to laptops, desktops, printers, VOIP phones, etc. and liaise with other technical teams to resolve problems
- Ability to provide real time support to a wide variety of technology users
- Perform other duties as required to deliver exceptional service and support

**Here’s what you bring**:

- Minimum 3 years’ experience in a Service Desk role
- Experience with ServiceNow is considered a strong asset
- Knowledge related to technology/computer science field normally attained through completion of a degree/diploma. Certification in A+, Help Desk Professional, ITIL foundations preferred or an equivalent combination of education, training, and experience
- Experience providing user support in a Microsoft Active Directory environment
- Proficiency in the use of remote desktop management and support tools
- Experience in workstation configuration and support of desktop PCs
- Ensures process consistency and commitment to customer service excellence
- Strong attention to detail and accuracy is a must
- Enjoys working in a team environment but also can work independently
- Demonstrates analytical, organizational and problem-solving aptitude
- Excellent written and verbal communication skills
- Ability to learn new technologies quickly

Westland Insurance Group is one of the largest and fastest-growing independent property and casualty insurance brokers in Canada. With a national network of 195 locations and over 2,100 employees, the company continues to expand coast to coast. Westland's brokers provide expert advice to home, business, farm, life, and auto insurance clients. Since its founding in 1980, Westland has remained a family-owned company that is committed to supporting its local communities.

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