IT Service Desk Representative

Insurance Corporation of British Columbia•North Vancouver, BC

8d•Onsite

About The Position

The ICBC IT Service Desk provides a single point of contact for employees and ICBC business partners to effectively resolve incidents and respond to requests for IT support. The Information Services Division has an opening for the IT Service Desk Representative in North Vancouver - Head Office location. As an IT Service Desk Representative, you will provide support over the phone, resolution on technical issues and process technology requests.

Requirements

Providing excellent customer service, able to respond to multiple requests through various media, researching and resolving multiple technical issues, and responding effectively to customers with time sensitive concerns.
Ability to explain technical procedures clearly to a non-technical audience.
Working with a broad range of computer systems and applications, voice and data communications, network technologies, and local and remote diagnostic tools.
A minimum of six months’ service desk experience in a computer operations environment.
Recent post-secondary education in a computer related field leading to a diploma or certificate.

Responsibilities

Respond to inquiries and requests resolving simple to moderately complex technical issues, and processing standard requests for computer systems, applications, equipment, network and telephone systems.
Effectively gather relevant information from the customer and analyze issues using diagnostic tools and applications, vendor manuals and internal documentation in order to determine probable cause and take corrective action; escalate unusual or complex issues appropriately.
Maintain knowledge of division and department standards, policies, procedures and guidelines, and document in a shared knowledge base.