Hybrid IT Service Desk Analyst: Incident & Support

ICBC; Victoria; Hybrid; CAD 67,000 - 72,000; Full time

Job summary

ICBC in Victoria, BC, is seeking an IT Service Desk professional to provide incident analysis, resolution, and support for complex corporate systems. The role covers internal and external customer inquiries, hardware, software, and network issues, with a hybrid work arrangement.

You will collaborate with subject matter experts, assist with access control, document procedures, and mentor junior staff. Requires at least two years IT service delivery experience and a computer-related diploma or

Qualifications

• Two years of IT service delivery experience in a computer operations environment.
• Responding to routine inquiries for corporate and desktop applications and standard workstations.
• Providing request fulfilment of standard hardware and software incl. delivery and configuration support.
• Analyzing information from customers for problem diagnosis.
• Using diagnostic tools and vendor manuals to determine probable cause and action.
• Escalating unusual or complex problems to senior staff or appropriate support group.
• Maintaining productivity and activity records related to vendors and own activities.
• Keeping knowledge of systems, applications and equipment up to date.

Responsibilities

• Incident Analysis and Resolution – provides resolution and support for enquiries and incidents on complex corporate systems; for internal and external customers.
• Respond to inquiries and problems escalated from IT Service Desk related to computer systems, apps and equipment.
• Coordinate with subject matter experts to resolve cross-platform issues and monitor progress.
• Provide request fulfilment for standard hardware, software including delivery and configuration support.
• Responsible for access/authorization of corporate systems and mobile devices.
• Contribute to Service Desk documentation by developing procedures and troubleshooting guides.
• Mentor and support IT Service Desk Representatives with guidance and training.

Education

Diploma or certificate in a computer-related field

Job description

ICBC in Victoria, BC, is seeking an IT Service Desk professional to provide incident analysis, resolution, and support for complex corporate systems. The role covers internal and external customer inquiries, hardware, software, and network issues, with a hybrid work arrangement.

You will collaborate with subject matter experts, assist with access control, document procedures, and mentor junior staff. Requires at least two years IT service delivery experience and a computer-related diploma or