Service Desk Technician - Auxiliary (Hybrid)

NTT DATA North America; Burnaby; Hybrid; CAD 48,000 - 61,000; Full time

Job summary

NTT DATA BCU, Inc. in Burnaby, BC, Canada, is seeking a Service Desk Technician - Auxiliary to provide first-line IT support in a hybrid environment. The role involves troubleshooting PC hardware, software, and network issues, and assisting users via phone, chat, and email.

You will document, resolve, and escalate incidents, contribute to knowledgebase articles, and coordinate with other teams as needed. The position notes union considerations and a CAD hourly pay range.

Qualifications

• 1 year troubleshooting and resolving PC hardware, software, and network issues, including Windows.
• 1 year providing first level customer facing phone, chat, and email support.
• 1 year troubleshooting and remote resolution in a networked office environment with peripherals and mobile devices.

Responsibilities

• Identifies, analyzes, documents, obtains details, and resolves technical and non-technical problems for clients via phone, online chat, email, voicemail, and tickets
• Uses a systematic problem-solving process to diagnose problems and resolve
• Provides technical advice and guidance to users on software and hardware operations and network systems
• Logs calls to record details in the ticketing system for problem determination, trend analysis, escalation, and timely resolution
• Produces high quality incident and call tickets
• Assigns incidents and service requests to other support groups when needed
• Authors and reviews technical documentation and knowledgebase articles
• Acts as a subject matter expert or focal point for specific service areas
• Keeps Manager informed of high priority issues and problems
• Supports asset data recording, CMDB updates, IMAC scheduling, and mailbox management as required

Skills

PC hardware

PC software

Network issues

Customer support

Remote troubleshooting

Job description

Req ID: 69230

This position is with NTT DATA BCU, Inc. and is part of the BCGE Union.

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization,

We are currently seeking a Service Desk Technician - Auxiliary (Hybrid) to join our team in Burnaby, British Columbia (CA-BC), Canada (CA).

Purpose of Position

The Service Desk Technician provides assistance for information systems technology and resolution of routine and non-routine problems remotely and occasionally on-site as needed.

Accountabilities

• Identifies, analyzes, documents, obtains details, and resolves technical and non-technical problems for clients via phone, online chat, email, voicemail, and automated tickets
• Uses a systematic problem-solving process to diagnose problems and resolve
• Provides technical advice and guidance to users in the operation of software and hardware, as well as operating and network systems
• Logs calls to record details in the ticketing system to provide problem determination, trend analysis, escalation, and timely resolution
• Consistently produces high quality incident and call tickets
• Assigns incidents and service requests appropriately to other support groups that cannot be resolved at the service desk
• Authors and reviews technical documentation and knowledgebase articles
• Acts as a subject matter expert or focal point for specific service areas
• Keeps Manager informed of high priority issues and problems
• Depending upon operational requirements, assists other units including: Capturing and recording asset and peripheral data; updating the configuration management database; Scheduling of IMAC\'s within contract Service Levels; tracking and monitoring IMAC activity; Creating, modifying and deleting IDs, adhering to specified approval processes; creating and deleting email accounts, addresses and calendars

Qualifications

• 1 year Troubleshooting and resolving PC hardware, software, and network issues, including Microsoft Windows Operating System issues.
• 1 year Providing first level customer facing phone, online chat, and email support.
• 1 year Troubleshooting and remotely resolving problems in a networked office environment, including a range of technology such as printers, computers, peripherals and mobile devices.

Financial Responsibility

• No financial responsibility.

Direct Supervision

• No supervisory responsibility

Project/Team Leadership or Training

• No Team Lead/Training responsibilities.

Please note, as per the CBA and Human Rights Code of BC, this posted position may be used for accommodation of union members based on medical or human rights grounds without previous notice. The Employer must give preference to a union member who has submitted an approved the accommodation request if the positions is still vacant during the recruitment process.

Pay Range (2026): CAD 39.1105 / Hr

About NTT DATA Services

NTT DATA BCU is an entity of NTT DATA Services, a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.