Service Desk Specialist - BCI (VIATEC)

仕事内容

British Columbia Investment Management Corporation (BCI) is one of the largest asset managers in Canada. With $211.1 billion of managed assets, BCI invests globally on behalf of public sector clients. We do fulfilling and meaningful work that makes a difference: 630,000 pension plan beneficiaries and 2.5 million British Columbian workers depend on our clients’ returns. Ensuring their continued financial security is important to us.The people who work at BCI are committed, passionate, and approachable. They aim for continuous improvement and share BCI’s core values of clients first, performance focused, world class, accountability, transparency, and integrity.BCI is focused on building a culture of excellence through our people practices and employee led initiatives. Being named one of Canada’s Top 100 Employers , Canada’s Top Family-Friendly Employers and BC’s Top Employer s is recognition of BCI’s ongoing effort to be a progressive workplace of choice that continues to attract, retain and promote talent professionals. As an active in-house asset manager, BCI depends on the specialized skills and expertise of its people to successfully execute its world-class investment strategies and fulfill client needs.BCI offers an exceptional opportunity to work at a world-class organization while living in a west coast setting. We are expanding our team and our skill base to equip BCI for the future.https://reviews.canadastop100.com/top-employer-british-columbia-investment-managementhttps://www.canadastop100.com/family/https://www.canadastop100.com/bc/Are you ready to be part of a technology driven organization that offers support for career advancement? We are seeking a knowledgeable Service Desk Specialist to join our expanding team in a hybrid role in beautiful Victoria, BC. This is an amazing opportunity to work with modern technology practices and platforms across the digital workplace, alongside our cyber security and cloud infrastructure teams for a growing global organization.The Work - An OverviewThe Service Desk Specialist is responsible for providing end user technical services to BCI employees, contractors, and vendor resources across multiple channels (i.e., in-person, calls, email, messaging, web portal, etc.) and across multiple BCI office locations. The Service Desk Specialist assesses and fulfills end user requests, resolves end user incidents and problems, documents and shares knowledge, and identifies trends and opportunities to continuously improve end user support services. This role will involve both regular operational tasks, as well as the opportunity to get involved with the wider IT team on new projects and initiatives.Qualifications

• Technical diploma or Bachelor’s degree in Computer Science or a related field
• A minimum of 3 years of experience providing technical support services or the equivalent combination of education, training, and experience
• Knowledge of Service Desk practices, processes, and procedures including end user request fulfilment processes, problem and incident management, and root cause analysis
• A customer service mindset and the ability to provide technical support services in a fast-paced, multi-project and corporate business environment to continuously improve customer experience.
• Excellent customer service skills, verbal and written communication skills, organizational skills, and time management skills with strong attention to detail and accuracy
• Ability to work as a self-starter and collaboratively with others towards common departmental goals and objectives
• Adept at working with technical and non-technical stakeholders at all levels of the organization on technology-related issues
• Experience with ServiceNow or comparable service management tools
• Hands-on experience supporting software and hardware for video conferencing/audio visual solutions including MS Teams, WebEx, Zoom, etc.
• Hands-on experience supporting leading collaboration and productivity platforms including Microsoft 365

Qualifications: Nice to have, not required

• Experience in scripting and automation practices, including but not limited to PowerShell or Microsoft Power Apps
• Experience practicing Agile methodologies
• Experience in administrating the Microsoft 365 platform
• Any technical certifications are an asset and will be viewed favorably

The Work

• Resolve incidents, problems, and inquiries via phone, email, chat, or in-person
• Provide back-up executive support as needed
• Configuration, installation & maintenance of software, hardware, and audio-video systems
• Communicate with end users regarding ongoing service interruptions and status updates on active incidents, problems, and requests
• Collaborate with other technology groups related to ongoing issues and service interruptions
• Educate end users on technology best practices and promote self-service
• Document known issues, workarounds and resolutions, and step-by-step instructions for multiple audiences
• Actively participates and contributes to key projects and the continuous improvement of Technology Service Desk practices, processes, and procedures
• Undertakes special projects or assignments as required
• Collaborate with IT Partners and Vendors to support foreign offices
• Provide after-hours support as required

WHY WORK AT BCI?BCI is one of Canada’s Top 100 Employers and has built programs and benefits to support all our employees.As an employee of BCI you will have access to benefits such as:

• Extended health and dental coverage
• 20 days vacation per year
• Participation in our defined benefit pension plan
• 2-day paid for volunteering
• Various wellness benefits

Closing Date: October 21, 2022TO APPLY:Apply online with a copy of your resume. We encourage timely submissions of applications as candidates will be actively reviewed as the interview process may advance earlier.Please note: This role is based out of our Victoria office, while also supporting our Vancouver and New York offices. A collaborative hybrid schedule is available with, on average, 3 days in the office and 2 working from home.BCI has previously enacted a mandatory COVID-19 vaccination policy to safeguard the wellbeing of all employees. This policy is currently suspended and may be reinstated based on level of risk to BCI employees or Provincial Health Order requirements.ImagesAdditional InfoJob Type : Full-TimeLocation : Victoria, BCExperience Level : Junior Level, Intermediate LevelValue