Service Desk Analyst II (12-Month Contract)
About The Position
As a Service Desk Analyst II, you will be coordinating and monitoring ticket workflows to identify trends, manage backlogs, and ensure efficient use of support resources. You will provide front line technical support via phone, email, ticketing systems, and remote tools, using strong problem resolution skills to diagnose issues, ask the right questions, demonstrate empathy, and deliver exceptional customer service to restore user productivity quickly. In this role, you will ensure accurate ticket logging, adherence to IT standards, and effective issue escalation when required. In addition, you will coach and train Service Desk Analysts, conduct quality assurance, contribute to performance feedback, and create and maintain knowledge base and training documentation. With strong experience in service desk ticketing systems, you will support continuous improvement of service quality, processes, and the overall client experience at Vancity.
Requirements
- Post Secondary Education/Diploma (Computer Science or IT related field)
- Minimum 3 years’ experience in the capacity of a Service Desk Analyst or related role
- 3-4 years IT experience with increasing responsibility
- Quality coaching, training and call monitoring
- Technical writing/technical documentation
- Data collection and reporting
- Technical troubleshooting and customer service
- Providing users with a positive customer service experience
- Providing recommendations on best IT practices/process efficiency
Nice To Haves
- Experience in ServiceNow environment.
- Experience within the Financial Services industry
Responsibilities
- Monitoring and coordinating ticket volume, workflow, and issues to identify trends, manage backlogs, escalations, and self-service requests, and ensure efficient use of resources
- Providing technical coaching, guidance, and support to Service Desk Analysts, while giving feedback to the Manager on performance, training, and development needs to support team effectiveness
- Creating, reviewing, and updating IT knowledge base articles to maintain accurate and up-to-date help information
- Analyzing and resolving service desk requests, identifying questionable inquiries, and coordinating resolutions to ensure IT Standards and Guidelines are met and clients return to productivity quickly
- Providing front-line support for hardware and software issues via telephone, ticketing systems, or remote assistance, including troubleshooting desktops, laptops, printers, and monitors using diagnostic techniques and targeted questions
- Escalating unresolved issues to the next level of support, following up with end-users to provide status updates and maintain accurate information
- Communicating stakeholder feedback and suggestions to the appropriate internal teams while identifying and recommending improvements to procedures
Benefits
- Competitive rewards and benefits
- Flexible benefit packages that can be tailored annually to meet evolving needs
- 3-4 weeks of vacation per year, with additional days earned over time
- 2 extra stat holidays, plus care days for personal or family illness
- Health and dental benefits begin on your hire date, with three levels of coverage to choose from
- Defined Benefit Pension
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
