PBC Solutions is looking for a Service Desk Analyst to join our growing team at our Greater Victoria office on a Temporary Assignment until December 2024! This position is a Hybrid position, with time in our Victoria office required.
Position Summary
The Service Desk Analyst (SDA) is responsible for all End User Support requests and incidents by managing end user services via telephone, email and tickets by first triaging within the Tier 1 support scope. SDA will also be responsible for escalating, delegating, tracking, and communicating to Tier 2 & 3 support. This position will also be accountable for granting/revoking access to systems, monitoring security, reporting incidents, as well as maintaining data security. The role will deliver value to our customers by being the Single Point of Contact (SPOC) for all internal and external HIBC end user support requests. The SDA will assume ownership of all end user support by tracking and managing the life cycle of incidents and requests. A vital responsibility of this role is to communicate at each step of resolution to all involved levels of support, as well as the requestor when appropriate. Common activities that are performed within the Service Desk include: incident management, request fulfillment, change management, problem management, account maintenance, knowledgebase management, plus access management.
This position is designated as a Grid level 18, with a starting rate of $33.46 per hour following the designated probationary period with a pay rate of $32.50. The anticipated end date of this Temporary Assignment is December 2024.
Primary Duties
Respond to queries in order to provide end to end user support for internal and external users of HIBC vital business functions by creating and tracking tickets related to requests. This will include troubleshooting and/or escalating/delegating to appropriate levels of support as defined by the expanded incident lifecycle process.
Populate and maintain an expansive knowledgebase repository relating to end user support solutions, as well as utilize the contained articles efficiently in supporting user requests.
Accurately and systematically track actions and responses in a centralized ticketing system in order to create, capture and share best practices for related incident and request resolution options. Review actions on a continual basis to vet continual service improvement opportunities.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience.
Provide first call resolution by actioning all Tier 1 level requests for end user support.
Ensure Severity Level 1 & 2 incidents are managed as defined by the Master Service Agreement Report all security incidents to meet our SLR of reporting incidents within 2 hours. Implement, monitor and maintain effective data security, administration and coordination of HIBC systems.
Understand and comply to PBC Solutions’, legislated and client policies and work procedures accurately, 98% of the time.
Adhere to your work commitment and daily schedule 95% of the time so that PBC Solutions can meet its business goals efficiently and reliably.
Manage your group’s interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.
Required Education and Experience
1 – 3 years’ experience working in a Helpdesk/Support or Contact Centre environment
Diploma or completed post-secondary coursework in computer technology, or equivalent work experience.
Proficient knowledge of MS Office, Outlook, ability to operate standard office equipment.
Knowledge of on-line computer-based health programs, services and system
Advanced knowledge of HIBC policies and systems preferred.
Demonstrated aptitude for continuous learning, innovative thinking.
Demonstrated ability to investigate, troubleshoot and solve various technological problems.
Strong customer service skills.
Competency working within privacy and security of personal information.
After Hire:
PBC Solutions’ business structure, policies, goals and contractual obligations
Clients’ business structure, policies, goals and expectations
ITIL knowledge and principles; at a minimum ITIL Foundation Certification
Solid understanding of the Principles of the Service Desk end user support model, corporate communications protocols, terminology, best practices, tools, processes, procedures and methodologies
Knowledge of MSP provider registration and electronic connection
Experience in in security administration
Experience with MVS system access profiles
Knowledge, Skills and Abilities
Required Competencies
Respond to queries.
Troubleshoot, document, and resolve system issues and queries for a diverse group of internal and external stakeholders in person, by telephone and electronically, escalating within procedural expectations when required.
Diagnose and resolve technical hardware and software issues.
Research solutions using available information sources.
Complete internal and external user access requests based on level and roles of all individuals and their user access requirements.
Update IT systems with validated provider information
Communicate key messages to internal and external clients via electronic fan-out.
Proactively seek ways to enhance support capabilities.
Update knowledgebase and systems support matrixes.
Analyze user requests and advise on appropriate action for solution; and document solution and actions taken.
Track all requests within the ticketing system and appropriate logs where required.
Prepare a variety of routine and ad hoc reports.
Assign support requests to appropriate resources where and when dictated by scope of support and the escalation matrix.
Escalate issues to the appropriate support area when required and collaborate to resolve end-user requests in a timely manner.
Follow-up on requests and communicate solutions to end users when appropriate within the support cycle.
Understand and comply to policies/procedures set by PBC Solutions, legislation and our clients.
Comply to all regulations, policies and procedures, with minimal intervention.
Learn new policies, procedures and computer applications within designated timelines.
Escalate work that is beyond the level you are assigned.
Obtain required approvals from designated personnel.
Document notes and actions, in our systems, that are clear, objective and useful to others.
Utilize designated channels and systems for making recommendations, communicating, reporting, etc.
Report non-compliance of policies and procedures, regardless of the cause
Adhere to your work commitment and daily schedule.
Manage personal time with minimal impact to work time.
Track and update weekly/monthly schedule expectations, as they are relayed.
Update your Scheduler/supervisor with changes to your schedule as soon as you are aware of them, and with consideration of our planning needs and the BCGEU Collective Agreement.
Perform the work you are assigned within the designated time.
Report your time accurately, in the appropriate system, within deadlines.
Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.
Articulate concerns, ideas and opinions in a professional manner
De-escalate emotionally charged situations/calls.
Utilize pro-social skills (sharing, taking turns, manners, negotiation, problem solving, smiling, impulse control, interrupting/listening, dealing with mistakes, making decisions, etc.)
What's in it for you
We offer a robust health & dental benefits plan, with flexible options that will meet you and your family's needs. We also offer a Defined Benefit Pension Plan (PSPP), for all eligible employees.
We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnicity, gender or gender identity, sexual orientation, religion, ability, education level, parental status, or socioeconomic status.
PBC Solutions is an equal opportunity employer and welcomes applications from all qualified candidates.
To request an accommodation in completing this application, pre-employment testing, interviewing or otherwise participating in the employee selection process, please direct your inquiries to [email protected]
Does this opportunity resonate with you?
Are you seeking a work environment that will challenge you, provide stretch opportunities, and support your success and growth? Then you've found your ideal work environment - Apply today please! We'd love to talk with you to explore this opportunity further with you.
Please note, if selected for this opportunity, you will be required to undergo a background check in accordance with PBC Solutions policies.
We sincerely thank all candidates for their interest, however only those selected to continue in the recruitment process will be contacted.
Please apply by September 22nd.
An eligibility list may be established for this position.
How we work
Our Guiding Principles
Honesty – We will be truthful. We will create a safe environment to communicate proactively, openly and with respect. We will be transparent and genuine with our interests.
Integrity – We will act consistently to do the right thing and ensure our words and actions align. Embracing opportunities and challenges, we will live our shared values and vision.
Reciprocity - We will strive for fair and balanced exchanges leveraging our unique strengths and resources, recognizing this requires an ongoing give and take. We will win and lose as one.
Autonomy – We respect and acknowledge the interests of each party. We trust each other to make decisions and act based on our diverse strengths to achieve our mutually desired outcomes.
Loyalty – We will be bold, brave, and committed to our relationship. As partners, we will advocate for one another, celebrate our successes, and have each other’s back through our challenges.
Equity – We commit to a balanced partnership. We will make decisions and act based on a fair assessment of capabilities, risks, constraints, and opportunities to achieve mutual success.
Our Intended Behaviours
Communication – We actively communicate in a timely, open, respectful, and responsive manner with the intent to gain understanding and find solutions.
Flexibility – We will be agile, adaptable, and creative to enable responsive service delivery and embrace challenges and change with an open-minded and positive attitude.
Perspective – We seek to understand interests, assumptions, actions, and diverse backgrounds by actively sharing and exploring all points of view.
Focus – We will use our Shared Vision as our North Star to evaluate, prioritize, and deliver successful results.
Trust & Confidence – We lead with trust. We consistently behave in ways that earn and inspire confidence by being credible, reliable, and transparent even when vulnerable.
Feedback – No surprises. We will maintain a strong relationship through timely, purposeful feedback in a safe, respectful, and collaborative environment.
Solution-oriented – We see possibilities rather than limitations. We use our diverse capabilities to develop options to resolve our challenges.
