||Support Specialist I Service Desk
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
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.
- 1 to 2 years providing first level customer support for technical issues related to IT.
- Experience with Networks, Operating Systems, Applications such as MS Office, Email, Web, and Windows
- Troubleshooting methodologies
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
Must successfully pass a background check, which may include a criminal, credit, and credential check.
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
||Regular Full Time (RFT)
||Head Office (Burnaby)
||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.
BEFORE APPLYING FOR A POSITION, CLICK ON THE VIEW JOBS SECTION TO ENSURE THIS POSTING IS ACTIVE.
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."