Service Desk Analyst

BCIT’s** Information Technology Services**department is seeking a **regular, full time (1.0**FTE**) Service Desk Analyst (Tier 3/Senior).**The IT Services department requires a confident, customer-oriented, resourceful, and enthusiastic Senior Systems Analyst (SSA) to function as part of their Service Management - Service Desk Team. IT Services is a dynamic environment with a passion for service to our students, faculty, and staff. We have a rich professional development culture providing excellent opportunities for all team members.

The SSA within Service Management works closely with the Lead Systems Analyst (LSA) to support and schedule IT Service Desk operations while maintaining high standards of service excellence. The role works closely with other team members to continuously improve support processes and standards to meet the evolving needs of the Institute. The SSA will also act as a backup to the LSA in coordinating resources, escalations, and contributing to creating support plans for new services. In addition, the role escalates any irreconcilable issues or concerns to the LSA. This role will be involved in projects and departmental planning activities.

**Shifts**: Days of work for the position will be Monday through Friday and the 8-hour shift assignment (including an hour unpaid lunch break) will be scheduled from 9:30AM to 5:30PM. This is an on-campus position based out of the BCIT Burnaby Campus. After the probationary period this position will be eligible for hybrid on-campus and remote work. This position may be asked to participate in the on-call rotation for afterhours support.

**Duties & Responsibilities**

**DUTIES**AND

**RESPONSIBILITIES**:

- Provides backup coverage for the LSA for day-to-day operations.
- Ensures Service Desk coverage schedules are being adhered to.
- Helps support and oversee Incident, Major Incident, Problem Management, and Knowledge Management processes
- Handles escalations and provides professional customer service under high pressure situations.
- Reviews queues and tickets in ServiceNow and acts on issues to prevent SLA breaches and maintain high standards of customer service.
- Provides supplemental coverage for Tier 1 and 2 Service Desk activities.
- Actively contributes to Service Desk operational planning.
- Participates in cross-functional teams and projects.
- Creates and disseminates client facing communication (including scheduled and unplanned outages, Service Desk hours of operation and closures, technology changes and client presentations).
- Creates training plans and conducts training for the Service Desk team and other IT groups.
- Analyzes ticket data and reports trends and issues.
- Maintains technical documentation and public facing knowledge articles.

**Qualifications**

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

- Institute of Technology diploma, or Bachelor’s Degree in science or business; or
- A minimum of six years current relevant experience in an IT environment similar to BCIT, including four of the last six years in a similar position; or
- An equivalent combination of education, training, and experience.
- Must have demonstrated advanced and current IT knowledge.
- Must have demonstrated leadership and supervisory skills.
- Proven commitment to providing and maintaining the highest level of customer service.
- Effective oral and written communication skills.
- Proven analytical and problem-solving skills.
- Detailed oriented, 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.
- Commitment to regular ongoing professional development (including specific IT skills, professional associations, and current industry trends).
- High level of professionalism and ethics.

**Desired Qualifications**:

- Proficiency using Enterprise Service Management platforms for incident tracking and managing queues and service escalations (example: ServiceNow)
- Experience with Incident, Request, Major Incident, Problem Management, and Knowledge Management processes
- Experience using remote desktop software in an enterprise environment.
- Familiarity with Virtual Private Networks and experience supporting a hybrid work environment.
- Proficiency supporting a variety of operating systems (including MS Windows and macOS).
- Experience supporting M365 and MS Teams.
- Proficiency supporting end-user device hardware, printers and mobile devices (iOS).
- End-point security knowledge, including support for MFA (Multi-Factor Authentication)
- Understanding of general cyber security practices.
- Familiarity with Automatic Call Distribution technology.
- Advanced knowledge of Active Directory and Azure.
- Experience supporting wired and wireless networks and general knowledge of network infrastructure.
- ITSM, ITIL, Service Desk and hardware certification(s) preferred.

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