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Title Support Specialist I Service Desk
Job ID 13IS_141
Position Overview
BCAA has been recognized as one of Canada’s 50 Best Employers for 2012
 
BCAA's Information Services (IS) team is hiring a permanent full-time Support Specialist I Service Desk. The Support Specialist I Service Desk provides first level support for all computer related issues for internal business partners/end users requesting assistance with technology issues and problems. In addition, the Support Specialist I Service Desk provides first level end-user support in-house and works on assignments that are not complex in nature where judgment is required in resolving problems.
Key Responsibilities Include

Technical Support:

  • Provides friendly, courteous, technical support for all business users, providing phone and email based support based on defined procedures.
  • Takes all calls, conducts triage, and acts on calls according to escalation procedures.
  • Logs all calls and updates entries when actions are taken.
  • Contacts users to follow-up on services, solutions or products to ensure their needs have been met.
  • Provides, creates and maintains appropriate documentation.
  • Keeps users up-to-date with relevant information and decisions.
  • Monitors services provided and makes recommendations for improvements.

 

System Administration:

  • Processes Staff changes and administers NEAT users.
     
  • Carries out other related tasks and projects as assigned.
Minimum Qualifications

Education:

  • Technical Diploma 

 

Experience:

  • 1 to 2 years providing first level customer support for technical issues related to IT.

 

Technical:

  • Experience with Networks, Operating Systems, Applications such as MS Office, Email, Web, and Windows
  • Troubleshooting methodologies     

 

Skills:

  • Excellent listening skills
  • Excellent oral and written communication skills
  • Demonstrated ability to meet deadlines
  • Ability to work both independently and with other team members
  • Demonstrated ability to be proactive when dealing with issues and challenges
  • Excellent analytical and troubleshooting skills
  • Excellent multi-tasking and organizational skills
  • Customer focus


Background Check:

  • Must successfully pass a background check, which may include a criminal, credit, and credential check.

Preferred Qualifications:

  • Support methodologies such as Information Technology Infrastructure Library (ITIL), Information Technology Service Management (ITSM)
  • Customer Service processes and impacts, Service Level Agreements, Operating Level Agreements
  • Familiarity with Project Management methodology (PMP)
  • Business knowledge on related systems
Division CMO
Job Status Regular Full Time (RFT)
Date Added 2/8/2013
Branch/ Location Head Office (Burnaby)
City Burnaby
State/Province British Columbia [BC]
Compensation & Benefits Overview
At BCAA, we offer competitive compensation packages and excellent career advancement opportunities. To find out more, ask the hiring managers during your interview.
 
PLEASE NOTE THAT THIS JOB POSTING WILL REMAIN OPEN UNTIL THE POSITION IS FILLED.
 
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Did you know: BCAA's Maple Ridge Service Centre "recently received the ICBC Broker Performance Top Achiever Award for the second consecutive year making them one of only two ICBC Autoplan Brokers in the province to do so."