IT Service Desk Representative

ICBC (Insurance Corporation of British Columbia); Victoria; Hybrid; CAD 45,000 - 48,000; Full time

Job summary

ICBC (Insurance Corporation of British Columbia) is seeking an IT Service Desk Representative in Victoria, BC. The role supports employees and business partners, handling phone-based assistance and routine technology requests in a hybrid work setting.

Candidate must have strong customer service skills, the ability to explain technical procedures to non-technical users, and at least six months of service desk experience. A computer-related diploma or certificate is preferred.

Qualifications

• To make an immediate contribution to the team, you will bring demonstrated experience:
• Your experience is supported with recent post‑secondary education in a computer related field leading to a diploma or certificate.
• Please note this position is in a call center environment.

Responsibilities

• Customer Support: 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.
• Problem Diagnosis: Effectively gather relevant information from the customer and analyze issues using diagnostic tools and applications.
• Documentation: Maintain knowledge of division and department standards, policies, procedures and guidelines, and document in a shared knowledge base.

Skills

Customer service

Technical troubleshooting

Communication

Call center experience

Computer systems

Education

Diploma or certificate in computer field

Job description

Employment Type: Temporary Full Time

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

Work Arrangement: Hybrid 8

Salary Range: $32.53 - $35.05 Hourly

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.

We look forward to hearing from you!

The ICBC IT Service Desk provides a single point of contact for employees and ICBC business partners toeffectively 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 issuesand process technology requests:

• Customer Support: Respond to inquiries and requests resolving simple to moderately complextechnical issues, and processing standard requests for computer systems, applications, equipment,network and telephone systems.
• Problem Diagnosis: Effectively gather relevant information from the customer and analyze issues usingdiagnostic tools and applications, vendor manuals and internal documentation in order to determineprobable cause and take corrective action; escal unusual or complex issues appropriately.
• Documentation: Maintain knowledge of division and department standards, policies, procedures andguidelines, and document in a shared knowledge base.

Position Requirements

To make an immediate contribution to the team, you will bring demonstrated experience:

• 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 timesensitive 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.
• Your experience is supported with recent post‑secondary education in a computer related field leadingto a diploma or certificate.
• Please note this position is in a call center environment.

The Service Desk hours currently are from 7:00 am – 6:00 pm Monday – Friday and 8:30 am – 4:30 pm, Saturday

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. Check out our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. 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.

Work Arrangements Defined

• Resident – you will work at your primary in-office headquarters on all scheduled work days.

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

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