Frontline ISC Support Specialist

The University of British Columbia; Vancouver; On-site; CAD 69,000 - 99,000; Full time

Job summary

The University of British Columbia (UBC) in Canada is seeking an ISC Support Specialist to provide front-line support for ISC products and services. You will diagnose, troubleshoot, and resolve end-user issues, while maintaining knowledge base content and service centre documentation to enable efficient support.

As part of the Integrated Service Centre, you’ll collaborate with cross-functional teams, support access controls, and contribute to continuous improvement.

Qualifications

• Undergraduate degree or equivalent
• Minimum two years of related experience in a service/help desk role
• Experience with HR/Finance or Student Services is an asset
• Familiarity with ticketing systems such as ServiceNow is an asset

Responsibilities

• Provides first level support for ISC products and services including troubleshooting, diagnostics, and resolution of end-user issues
• Escalates and documents problem status with clear notes; supports authentication and access controls
• Develops and maintains knowledge base content and ISC service centre documentation
• Collaborates with ISC team and broader UBC community to improve processes and maintain service excellence

Skills

Customer service

Technical troubleshooting

Communication skills

Team collaboration

Education

Undergraduate degree in a relevant discipline

Tools

Workday

PeopleSoft

ServiceNow

Cisco/Teamviewer/SharePoint toolbox

Job description

The University of British Columbia (UBC) in Canada is seeking an ISC Support Specialist to provide front-line support for ISC products and services. You will diagnose, troubleshoot, and resolve end-user issues, while maintaining knowledge base content and service centre documentation to enable efficient support.

As part of the Integrated Service Centre, you’ll collaborate with cross-functional teams, support access controls, and contribute to continuous improvement.