BC Public Service ISL 14R – Support Centre Analyst – Auxiliary Temporary in Vancouver, BC

Overview

BC Public Service

Branch Vancouver BC CA

Position:
ISL 14R – Support Centre Analyst – Auxiliary
Location:
Vancouver, BC

Strong IT foundation – operating systems, basic computer principles, data bases, etc. The IT Support Centre Analysts are responsible for the front line IT…

Support Centre Analyst

Auxiliary – “If and as when” required

Salary for ISL 14R: $ 24.88 – $28.19 hourly

There is one (1) vacancy to be filled available for one of wo locations, Vancouver or Kamloops.

STEP into a career with one of BC’s Top Employers . The Liquor Distribution Branch is one of Canada’s largest distributors and retailers of beverage alcohol. At the Liquor Distribution Branch we are driven by innovation and have a passion for the future and are looking for a dynamic professional to join our team.

The IT Support Centre Analysts are responsible for the front line IT customer support for the LDB organization, keeping the business running during IT incidents and reporting on current issues and statuses. These analysts provide front line service management and incident management enabling all LDB users/customers to use multi-environment/platform computer resources in support of LDB strategic goals.

Reporting to the Supervisors, IT Support Centre, these positions’ primary purpose is to provide 24×7 technical call centre support in an efficient and accurate manner. The positions are the LDB’s front line and will provide support for internal and external LDB Customers and solve tier one technical problems across IT’s portfolio of applications and dependent processes with a goal to reduce downtime of internal and external customers.

These positions are also responsible for the communication process that covers on-going service interruptions and outages to ensure that both IT and the business are aware of current state, next steps and final resolution.

Please note: Auxiliary Support Centre Analysts are expected to be available for daily recall. Please clearly indicate your daily availability in your application by completing the availability table below and pasting it into your Resume Profile. Candidates with limited availability may not be considered.

MONTHLY AVAILABILITIES-Please list hours

NAME:
Date: MM-YY

MONDAY
TUESDAY
WEDNESDAY
THURSDAY
FRIDAY
SATURDAY
SUNDAY

AM

PM

NIGHT

For all day availability – mark ‘ALL DAY’ in the ‘AM’ column

Please review the attached job description for a complete list of duties, qualifications and competencies. To be considered for this competition, applicants must submit a cover letter, resume and daily availability clearly identifying how they meet the qualifications necessary for this position. This information will be used as part of the selection process.

Please note that a cover letter is a requirement for this competition .

An eligibility list may be established for similar auxiliary positions in the future. A criminal record check is required.

Only applications submitted using the BC Public Service Recruitment System on this website will be accepted.

Contact: Bruce Christensen, Manager, Support Centre, BC Liquor Distribution Branch

Phone: 604 252-3419

Visit Careers at www.bcliquorstores.com

Qualifications:
Education and Experience:
Relevant Post-Secondary education that includes relevant IT related courses and a minimum of one year of recent related experience in an IT Service Desk (Call Centre) environment or certificate of successful completion in a recognized IT Service Desk (Call Centre) training program. A combination of education, training and experience may be considered

Experience in a customer-focused environment with direct interaction with customers

Demonstrated experience troubleshooting and resolving computer hardware issues with a focus on Point Of Sale hardware, including thermal printers; touch screens, CPUs, servers, printers, monitors, scanners (handheld, flatbed, prism) etc.

Experience with help desk call tracking and IT service management (ITSM) software

Preference may be given to candidates with in-depth experience with any of the following:

Retailer of similar size

JDA Store (Veras Retail) Point of Sale solutions

Wholesale Supply-chain technologies

Equivalent combinations of education, training and experience may be considered.

Knowledge:
Strong IT foundation – operating systems, basic computer principles, data bases, etc.

Strong office-tool proficiency

Strong email and collaboration tool proficiency

Skills and Abilities:
Excellent analytical and problem-solving abilities to identify and resolve complex issues

Proven ability to extract needed information from the conversations with customers and document relevant information

Ability to work under pressure and stay calm and focused

Ability to work as a member of a diverse team, where productive relationships are developed and maintained

Ability to work independently and take initiative

Ability to positively communicate in a polite and concise manner (in person, on the phone, within a team)

Ability to communicate in business terms so customers understand how a technical issue impacts them

Ability to document clearly and concisely using proper grammar

Ability to identify opportunities for improvement