IT Service Desk Analyst

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

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Hours of Work: 7.5 hours per day - 5 day week (M-F)

Work Arrangement: Hybrid 8

Salary Range: $67048.80 - $72399.60 Annually

Location: Victoria, British Columbia, Canada

We welcome applications from all qualified job seekers. Should you require any accommodations, including alternative interview formats, assistance with online assessments, or an ASL interpreter, throughout the application or hiring process, please email your request to [e-mail] – we are committed to ensuring an accessible experience for all candidates.

At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous Peoples and People with Disabilities. By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.

About us:

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment.

Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.
• Resident – you will work at your primary in-office headquarters on all scheduled work days.

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.

Position Requirements

• You will have at least two years of IT service delivery experience in a computer operations environment. Your experience is supported with a diploma or certificate in a computer related field, and the drive to remain current on industry standards and technologies.
• 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.

The Service Desk hours currently are from 6:45 am – 6:00 pm, Monday – Friday and 8:30 am – 4:30 pm Saturday.

Only candidates legally entitled to work in Canada will be considered for this position.