Service Desk Analyst
2 weeks ago
Position Summary
BCIT’s Information Technology Services department is seeking a regular, full time (1.0 FTE) Service Desk Analyst (Tier 3/Senior) who is confident, customer-oriented, resourceful, and enthusiastic to function as part of their Service Delivery – Service Desk Team. This is a permanent position. 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.This position will be responsible for providing advanced telephone, e-mail and in-person support at the Service Desk for the BCIT community. The SSA will act as an advocate for our clients and identify opportunities to continuously improve service and support. In addition to supporting, coaching and mentoring junior and intermediate staff at the Service Desk, this position will need to provide expertise to handle escalated requests. The SSA will assume an increased amount of responsibility while working collaboratively with other IT teams and BCIT departments to solve major issues and problems.The SSA within Service Delivery 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 after hours support. Duties & Responsibilities DUTIES AND RESPONSIBILITIES:
Provides backup coverage for the LSA for day-to-day operations. Ensures coverage schedules are being adhered to. Handles escalations and provides customer service under high pressure situations. Reviews queues and tickets and actions issues. 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, 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. Ability to learn quickly and apply new knowledge and techniques. Commitment to regular ongoing professional development (including specific IT skills, professional associations, and current industry trends). High level of professionalism and ethics. Desired Qualifications: Advanced Service Desk experience providing phone, email, and in-person support in a large enterprise environment. Proficiency using Enterprise Service Management platforms for incident tracking and managing queues and service escalations. 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. Experience supporting email (MS Exchange/Outlook experience would be an asset). 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. A customer service focus is mandatory for success in this position Additional Information Benefits – Why you’d love working with us
Competitive pay Minimum of twenty-five days of vacation (or more, depending on your position ) Competitive employer-paid extended health and dental plan – take a look at our benefit plans Defined benefit pension plan with employer contributions Flexible hybrid work arrangements available Professional Development funds and resources Access to most BCIT Flexible Learning courses free of charge Wellness and Employee Assistance programs Complimentary membership with free access to the Fitness Centre, Gymnasium, and more
BCIT values diverse experiences, ideas, cultures and perspectives and is committed to fostering a diverse and inclusive workplace. As an equal opportunity employer, we encourage applications from members of all groups experiencing barriers to equity. If you require accessibility accommodations during any part of the application or hiring process, please contact RecruitmentAssistant@bcit.ca so we can best support you. Please note that all applications must be submitted via the careers page portal, email applications will not be accepted .
The British Columbia Institute of Technology acknowledges that our campuses are located on the unceded traditional territories of the Coast Salish Nations of xwməθkwəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səl̓ilwətaɁɬ (Tsleil-Waututh).
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