Computer Support Analyst

**Marketing Statement**:
A career at TransLink and our family of companies means working with people with a wide range of skills and perspectives, all teaming up towards a common goal: preserving and enhancing the region's world-envied quality of life. Together, we connect the region and enhance its livability by providing a sustainable transit and transportation network, embraced by our communities and people.

At TransLink we are dedicated to building a workforce that reflects the diversity of the communities in which we live. We’re committed to fostering an inclusive, equitable and accessible workplace, recognizing the unique value and skills every individual brings.

Looking for a great place to work where your contributions are valued and you can make a difference in a vibrant city? At TransLink, one of BC’s Top Employers, you'll help make Metro Vancouver a better place to live, built on transportation excellence. Put your future in motion

**Responsibilities**:
SUMMARY:
Provides customer service and technical support to enterprise customers for desktop technologies, within the established service level agreements; technical services for Enterprise desktop and mobile computing technology solutions, in response to operational issues, service and project support requests, applies technical and business expertise to maximize the use of available desktop technology; and conducts analyses, uses and
updates documentation, and provides recommendations and guidance in support of problem management and the continuous improvement of Desktop Services.

DUTIES AND RESPONSIBILITIES:
Provides customer service and technical support to enterprise customers for desktop technologies, within the established service level agreements:
Receiving tickets in the ITSM tool, consulting with customers to clarify problems and
efficiently analyzing, diagnosing, testing and implementing solutions within the
established SLA, while providing regular status updates.

Analyzing and resolving operational issues and service requests by maximizing the use of
tools, automation or knowledge and verifying solutions with the customers.

Providing alternate solutions to enable customers to remain operational, where an immediate
permanent resolution requires further investigation/action.

Answering questions and providing one-on-one customer and/or desk-side support and
guidance related to desktop services.

Providing awareness and education to customers on enterprise best practices, standards and
policies to encourage adherence and ensure maximum operational efficiency.

Resolving tickets on behalf of customers using the defined escalation process, or
collaborating with next level teams and/or business units to resolve operational issues and
service requests.

Prioritizing tickets that are being actioned in the ITSM tool and adapting to changing
demands and schedules while ensuring the ticket queue is managed according to
established procedures.

Closing tickets in the ITSM tool upon completion, and liaising with customers to verify
solutions.

Responding and participating in I.T. related emergency situations.

Provides technical services for Enterprise desktop and mobile computing technology solutions, in response to operational issues, service and project support requests by:
Liaising with customers to understand, assess and determine desktop technology requirements.

Conducts installations of new, upgraded, and relocated computing technology in compliance
with the established deployment schedule, according to established policies and procedures.

Performing troubleshooting steps to resolve desktop technology issues.

Completing required records and documentation according to established procedures.

Applies technical and business expertise to maximize the use of available desktop technology by:
Maintaining technical currency by researching market trends on technological advances
and industry standards and researching solutions to issues and technical challenges.

Conducting trend analysis to identify repeated incidents of a similar nature to recommend
problem management.

Consulting with vendors and industry peers to assist in identifying developments,
enhancements and further solutions.

Being proactive in identifying and recommending alternative available desktop technology
and functionality solutions for customers to meet business needs.

Conducts analyses, uses and updates documentation, and provides recommendations and guidance in support of problem management and the continuous improvement of Desktop Services by:
Analyzing recurring or high-impact incidents to diagnose the underlying cause and determine a
solution, consulting with vendors when necessary, incorporating automation and/or
introducing other innovations where possible.

Using and/or updating support process documentation and knowledge, and preparing written
reports to support research, analysis and recommendations for improvement.

Sharing expertise and findings using