Service Desk Specialist

Closing Date: July 11, 2024

Are you a dynamic and effective communicator who thrives on collaboration with both business and technology teams across all organizational levels? We're seeking a highly skilled Service Desk Specialist to join our team, dedicated to delivering top-notch services that elevate the end user experience. If you're passionate about providing exceptional support and fostering seamless interactions, this is the perfect opportunity for you to showcase your talents and make a lasting impact in our organization.

The Technology department is responsible for developing technology solutions that contribute to the achievement of BCI’s mission and long-term goals. The department manages the Corporation’s business applications and information technology infrastructure, providing support to a large group of financial professionals. The department is also responsible for authoring technology-related directives and conducting disaster recovery planning to minimize risk to the Corporation’s delivery of investment services.

THE OPPORTUNITY

Reporting to the Manager, End User Computing, the 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.

S/he/they regularly communicates and collaborates with business and technology teams at all levels of the organization and delivers high quality services that support an enhanced end user experience. The position is based in Vancouver with occasional travel required among BCI offices.

WHAT YOU BRING

• 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 multi-client environment with tact and diplomacy

• 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.

Preferred

• Microsoft Certified Solutions Associate for Windows 10 or modern equivalent

• Microsoft Azure Foundation Certified

• Microsoft 365 Fundamentals

• CompTIA A+ Certified

• ITIL v3 or v4

• Experience with scripting languages such as PowerShell or Python

• International and private sector financial industry experience is an asset

WHAT YOU GET TO DO

• Incident and Request Management

  • Responds to incoming incidents, support requests and service requests to the Technology Service Desk in accordance with  priority-based service levels

  • Logs all incidents, support requests and service requests received across multiple channels (i.e., in-person, calls, email, messaging, web portal, etc.) in ServiceNow according to ticketing procedures 

  • Classifies and categorizes incidents, prioritizes incidents to ensure timely resolution through the established escalation process, and dispatches requests to external service providers as required

  • Notifies leadership when a potential major incident (i.e., a system failure) has been detected

  • Fulfills service requests for hardware and software and clarifies requirements with users as needed

  • Follows-up on unresolved service and support requests, and provides regular communication to clients advising of progress and action plans

  • Provides scheduled on-call support outside of business hours

• Configuration, Installation & Maintenance

  • Contributes to planning configurations, installations, and upgrades in consultation with other technical teams, application owners, and/or system administrators

  • Performs configurations, installations and upgrades, and resolves any Tier 1 technology issues

  • Provides technical support advice and recommendations to end users to maximize their use of BCI software and hardware

  • Supports smartphones, tablets and the Mobile Device Management Solution (Intune)

  • Supports user access management in Active Directory

• End User Education and Self-Service

  • Creates engaging support materials and assists BCI employees to use their software and hardware more effectively, including audio-video solutions, applications, etc.

  • Assesses and identifies support needs and proactively recommends opportunities to enable enhanced levels of service through automation and self-service

  • Promotes cyber security awareness as defined in the BCI Security Awareness Program

• Actively participates and contributes to key projects and the continuous improvement of Technology Service Desk practices, processes, and procedures

• Performs other related duties as assigned.

WHERE YOU WILL WORK

• Work from our downtown Vancouver office.

SALARY RANGE

BCI offers a competitive total rewards package which includes a performance-based incentive plan, comprehensive health & dental benefits, a defined benefit pension plan and paid time off.

The annualized base salary range for this Vancouver-based role is CAD $77,000 - $90,000.

The base salary offered to the successful candidate will consider a wide array of factors including but not limited to the individual’s skill set, level of experience applicable to the role they are being offered and consideration to internal equity.

We pay our people competitively in the markets in which we compete for talent and with consideration to internal equity and job structure. We aim for actual pay to be around the median of the market for target or expected levels of performance, and around the upper quartile of the market for excellent performance.

Actual salaries may vary and may be above or below the range based on various factors, including, but not limited to, experience and expertise.

WHY APPLY TO JOIN BCI

With our values as our anchor, it’s our people that help shape employee-focused initiatives and who create the environment we work in each day – all of which further strengthens our culture. BCI has been recognized as one of Canada’s Top 100 Employers – for the fifth consecutive year - and has built programs and benefits to support all our employees, including;

• Extended health and dental coverage, start on your first day of work. We have you covered!

• Our telehealth provider Dialogue connects you and your family to virtual healthcare appointments.

• Eligibility to the defined benefit BC Public Service Pension Plan providing you with a secure retirement income.

• Time off includes: 20 days vacation, 6 paid sick days, 6 paid personal days, and 2 paid days for volunteering – to support physical, mental, and community health.

• Four days in office, with the option to work from home once a week, promoting both a collaborative work culture and a healthy work-life balance.

• Annual wellness allowance to support an active lifestyle as well as physical well-being when working at home.

• On-going learning through our in-house mentoring program, professional dues support, tuition reimbursement, and online and in-house learning.

• Relocation support is available if a move to one of BCI’s locations is required.

• Invested in your learning: BCI investment professionals lead a monthly Investment Club to share industry knowledge with employees who work in other departments.

TO APPLY

Apply online with a copy of your resume. We encourage timely submissions of applications as candidates will be actively reviewed and the interview process may advance earlier.

At BCI, we value diversity and believe in fostering an inclusive culture where all employees can be successful.

We are performance and client focused and value integrity; if you share these values, we want to know you. 

We recognize that some skills can be learned on the job and encourage all to apply.

If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), contact us at hr@bci.ca.

We would like to hear from you!