IT Service Desk Analyst

Insurance Corporation of British Columbia•North Vancouver, BC

1d•Hybrid

About The Position

The Service Desk provides a single point of contact for internal and external customers to effectively resolve incidents and respond to requests for IT support (incident, tools and service requests). As an IT Service Desk Analyst you will work collaboratively to provide support and restore service on technical issues experienced by internal and external customers involving complex and integrated corporate systems and to provide request fulfilment of standard software and technology requests.

Requirements

At least two years of IT service delivery experience in a computer operations environment.
Diploma or certificate in a computer related field.
Responding to routine inquiries and requests through multiple communication channels for corporate and desktop applications and basic corporate standard workstations (hardware and software);
Providing request fulfilment of standard hardware and software including delivery and configuration support;
Analyzing and interpreting information received from customers for problem diagnosis;
Utilizing the appropriate computer system diagnostic tools and applications, and/or references vendor manuals and internal documentation to determine probable cause and corrective action;
Escalating unusual or complex problems to the senior staff, technical specialists or the appropriate support group;
Maintaining productivity and activity records related to vendors and own activities;
Maintaining reference manuals and documents solutions to issues for future reference;
Maintaining knowledge of computer systems, applications and equipment in use in customer departments, and keeping current on new technology developments within the corporation;
Maintaining knowledge of relevant division and department standards, policies, procedures and guidelines.

Nice To Haves

The drive to remain current on industry standards and technologies.

Responsibilities

Incident Analysis and Resolution – Provides resolution and support for enquiries and incidents on complex and integrated corporate systems for internal and external customers relating to computer and voice technology problems;
Respond to a variety of inquiries and problems escalated from IT Service Desk Representative related to computer systems, applications and equipment, network and telephone systems corporate wide;
Coordinate and consults with subject matter experts to resolve issues that have cross-platform technologies and monitors to resolution;
Provides request fulfilment for standard hardware, software, voice, and mobile, and coordinates equipment moves by customers.
Responsible for access/authorization of corporate systems and mobile devices;
Provides input to the Service Desk documentation system by developing procedures and troubleshooting documentation;
Acts as mentor and support resource for IT Service Desk Representative by providing guidance, advice, and training.