Service Desk Analyst I

Vancity is the largest private sector Living Wage Employer in Canada and have been consistently recognized as one of the Top Employers in Canada. Come join our team of 2,600 diverse individuals and access competitive rewards & benefits, all while knowing you are a part of a greater movement.

In this role you will ensure proper computer operation, so the end user can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user break/fix and service requests. Using your strong problem resolution skills, you will be able diagnose, ask the right questions, show empathy and exemplify exceptional customer service skills. You will provide Service Desk support to users either via phone or email as required.

We are looking for someone with exceptional interpersonal skills and is able to build rapport through listening and questioning. To be successful in this role you must have excellent communication skills and the ability to present solutions and assistance in a user-friendly manner.

A typical day would involve:

• Analyze and resolve Service Desk requests so that clients return to productivity as quickly as possible.
• Log Service Desk issue information accurately to inform IT knowledge base, communication and analysis of IT issues.
• Identify questionable service requests or inquiries and coordinate resolution so that IT Standards and Guidelines are met.
• Front level support for hardware/software issues via telephone, ticketing system or remote assistance.
• Troubleshoot client hardware (desktop, laptop, and printer).
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Direct unresolved issues to the next level of support personnel.
• Follow-up and update end-user status and information.
• Pass on any feedback or suggestions by stakeholders to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

You are:

• An Exceptional Communicator– great interpersonal skills, you provide highly specialized expertise and advice, address challenges and issues.
• Attentive to Detail(s)- able to see and pay attention to details; the ability to recognize the component parts of a procedure or object, and to verify the correctness or error in an individual part or procedure.
• Proactive- able to initiate actions based on one’s own interpretation or understanding of a situation.
• A Natural Problem Solver and Decision-Maker– you lead diagnosis of challenges, find business solutions, and assess risks and opportunities.
• Analytical- Ability to identify the elements of a problem situation and to understand which components are critical; ability to break the process down into its component activities.

You have:

• Undergraduate degree/diploma in Computer Science, Technology, or highly related discipline.
• A minimum of 2 years of current experience in a high-volume technical Service Desk environment including experience in a customer service-related role.
• Proficiency in Windows Operating Systems and Microsoft Office applications.
• Proficiency with Mobile devices, Wireless Technology and Video Conferencing.

Bonus points, if you have:

• Experience training others in applications and systems fundamentals and writing basic technical documentation would be considers an asset.
• Experience within the Financial Services industry considered an asset.
• Technical Writing would be an asset but not a requirement.
• Experience in ServiceNow environment.

The team:

• In this role, you will report into the Team Manager, Service Desk.

Pay Band: 03

*Posting Deadline: Until Filled*

Salary range: The salary range for the role is $44,700.00 to 67,100.00 and a candidate’s offer is likely to be up to the mid-point of the role. The upper half of the salary range is typically reserved for individuals who have demonstrated consistent strong performance in the role and possess a high level of job knowledge and skill.

We offer:

• We are the largest private-sector Living Wage Employer in Canada and have been consistently recognized as one of the Top Employers in Canada
• Our permanent employees qualify for attractive benefit packages that can be customized and changed each year to meet their evolving needs
• New employees receive between three and four weeks of vacation allowance per calendar year, and the number of vacation days grows — to a maximum of six weeks per year — as their length of service increases. In addition, full-time, permanent staff can purchase up to six extra days of vacation through our flexible benefits package.
• In addition to the 10 statutory holidays in British Columbia, Vancity provides an additional three statutory holidays. We offer care days for periods of short-term personal illness or emergency family illness, plus opportunities to take unpaid leave for a variety of reasons.

At Vancity we’re dedicated to being an inclusive, anti-racist organization with a workforce that reflects the diversity of the communities we serve. We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

Vancity is an inclusive and equitable employer and actively seeks to advance racial equity, inclusion and belonging across the organization. Vancity offers required accommodations in all stages of the recruitment process. If you require an accommodation, please advise us, and we will work with you to meet your needs

As part of this commitment we are taking action to learn more about our applicants and ask that you complete a short and anonymous Diversity Survey that will influence the design and execution of Vancity’s overall DEI initiatives and programs, one of which aims to advance our commitment to become a financial force for change and build a fair world. Please click this hyperlink to complete the Diversity Survey. Your responses are collected anonymously and will never be linked to your job application.

Please note that all shortlisted candidates for this role will be required to complete a background check which includes resume verification, credit check, criminal record check.