Service Desk Analyst

4 days ago

Burnaby, Canada BC Housing Full time

POSITION SUMMARY

Reporting to the Manager, Service Delivery, the Service Desk Analyst provides level-one technical support on the IT Service Desk. He/she/they serve as the first point of contact for clients seeking technical assistance over the phone or via BC Housing (BCH) ticketing system. The position performs onsite and remote support and troubleshooting for the Home Office, all Regional Offices and Directly Managed Sites, while adhering to Information Management & Technology’s (IMT) policies, procedures, and standards in undertaking this work.

CANDIDATE PROFILE

The successful candidate will have the following:

EDUCATION & EXPERIENCE:

Diploma in information technology, computer science, or other relevant discipline. Completion of Microsoft Certified Systems Engineer (MCSE) or CompTIA A+ certification Considerable experience in progressively more complex and responsible work in a comparable environment. Sound experience of each of the following: supporting desktop workstations and associated peripherals, providing first line support (help desk) to users, and working with Microsoft Office. Or an equivalent combination of education, training, and experience acceptable to the employer.

  KNOWLEDGE, SKILLS AND ABILITIES:

Extensive knowledge of desktops, laptops, printers, mobile devices, and all peripherals including audio/video devices Extensive knowledge of Windows operating systems Extensive knowledge of Microsoft Office Suites Excellent organizational and analytical skills Excellent communication and inter-personal skills Excellent customer service skills Ability to train users Ability to work within a team of technical analysts and be a team player Ability to work effectively and independently with minimal supervision Ability to lift computer equipment over 40 pounds Ability to generate and articulate new ideas and adapt effectively to new technologies Ability to create and update technical and end user documentation Ability to excel working under pressure to meet deadlines and changing priorities Ability to arrange suitable transportation to travel to various worksites

Indigenous candidates are welcome to connect with an Indigenous team member in our organization to discuss the recruitment process and our workplace, please contact to arrange a call.

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