Overview

E-Comm Emergency Communications for British Columbia Incorporated Service Desk Technician Full Time in Vancouver, BC

E-Comm Emergency Communications for British Columbia Incorporated

Branch Vancouver BC CA

Position:
Service Desk Technician
Location:
Vancouver, BC

Provides first level remote support, refers unresolved matters to appropriate technical staff, and ensures the timely completion of escalated tickets;…

Reporting to the Manager Service Desk, the Service Desk Technician is the central point of contact between internal and external clients and Technology Services; provides first level remote support, refers unresolved matters to appropriate technical staff, and ensures the timely completion of escalated tickets; provides advice, information and assistance to clients in the use of software applications, hardware and technology services; and monitors and follows up on the completion of outstanding tickets.

NATURE AND SCOPE

Responds to service calls through an automated call distribution system; logs all incidents and requests in the IT service management tool.

Provides first level remote support to internal and external clients for a wide variety of technical, network and operating systems, applications, hardware, mobile devices, and wireless technology and telephony; investigates, troubleshoots and resolves incidents and requests; refers unresolved matters to appropriate technical staff.

Provides advice, information and assistance to clients in the use of various software applications, hardware and technology services.

Performs routine tasks such as adding and removing user accounts, resetting passwords, and general account administration.

Monitors the completion of escalated tickets; ensures that tickets are completed in a timely manner and that the technical knowledge base is updated; obtains clarification from technical staff on outstanding tickets.

Monitors alarms and alerts and escalates incidents as required.

Creates and maintains technical knowledge based articles related to the work.

Provides information and assistance to other members of the service desk team as required.

Performs related work as required.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of the range of diagnostic utilities used in the work.

Knowledge of the methods, practices, procedures, standards, concepts and best practices (ITSM: ITIL) applied in the work.

Ability to assess the nature of requests, troubleshoot problems, and provide first level remote support.

Ability to provide advice, information and assistance in the use of software applications, hardware and technology services.

Ability to monitor various alarms and alerts, assess the nature of problems, and escalate incidents as required.

Ability to establish and maintain effective working relationships with clients and staff, and to exercise tact and maintain confidentiality.

Ability to communicate effectively orally and in writing, and to prepare knowledge based articles and other technical documentation related to the work.

Ability to balance priorities and meet service expectations in a fast-paced call centre environment.

Skill in the operation of equipment used in the work.

EDUCATION, TRAINING AND EXPERIENCE

Completion of a certificate program in computer information systems, preferably some related experience; or an equivalent combination of training and experience.

ITIL Foundation v3 or later accreditation preferred.

OUR IDEAL CANDIDATE

Displays honesty, integrity and ethical conduct at all times.

Respectfully deals with all internal and external clients at all times.

Ability to exercise sound judgment in making quick and accurate decisions.

Displays exceptional prioritizing and multi-tasking skills in a priority driven environment.

Commitment to professionalism and excellence in customer service.

Exhibits outstanding teamwork skills and is committed to goals and successes through collaboration and cooperation.

Is interested in a long-term career at E-Comm.

WHAT WE OFFER THE SUCCESSFUL CANDIDATE

Meaningful Work: strong sense of purpose in support of the public and first- responders across B.C.

Earned Time Off: eligibility to participate in our Accumulated Time-Off Program.

Pension: We are members of the Municipal Pension Plan – A Defined Benefits Fund.

Employee Savings Plan: percentage of your earnings matched by the employer, direct to a savings account.

Career Development: a work environment committed to supporting your continued professional development while pursuing your career at E-Comm.

SECURITY CLEARANCE

As a condition of engagement, upon a successful offer of employment being extended, the candidate will also be required to pass a Vancouver Police Department [VPD] Enhanced Security Police Clearance, in addition to a Royal Canadian Mounted Police [RCMP] Reliability Security [RRS] Clearance, facilitated by E-Comm, carried out respectively by the VPD and RCMP.

While the names of these clearances may resemble those granted through Provincial and Federal Government authorities [i.e.: Gaming Policy and Enforcement Branch , Correctional Service, Facility Access Passes (for Land, Sea, and Air terminals), Public Works and Government Services Canada , Transportation Security Clearance Programs for Aviation and Marine, Treasury Board, and other volunteer and/or vocational-based security clearances required for community-based policing offices and organizations opting into the Criminal Records Review Program], they do differ significantly.

The process consists of, in part a ten-year employment and detailed personal background check, a credit check, a review of police and security-related databases, a criminal records check, a lifestyle questionnaire which may be separate, or form part of a comprehensive interview with police, which may generate further follow-up investigation and/or a polygraph.

RESIDENCY REQUIREMENTS

The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is five [5] years.

To qualify for this process, a candidate may either be a Canadian Permanent Resident [PR] or Canadian Citizens.

We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.

MUST-HAVE REQUIREMENTS

An ITIL V3 Foundation accreditation or strong knowledge of IT Service Management process

Superb verbal and written communication skills

Strong commitment to Customer Service excellence and continually improving the customer service experience

Adept with the use of remote management tools for troubleshooting and resolving client issues

Ability to work fast paced technical environment

Excitement and curiosity to learn new things

Solid and proven troubleshooting skills and the ability to gather information to assist in resolving client issues

Broad knowledge of a variety of technology; Win7, Window Server 2008/2012, AD, GPO, Exchange, Printing, Virtualization, Citrix, VMWare, Computer networking, Diagnostic tools, PC hardware and software, Client/Server application support

NICE-TO-HAVE REQUIREMENTS

An ITIL V3 Foundation accreditation or strong knowledge of IT Service Management process

Experience in a Centralized Service Desk/Call Centre environment

Experience in ACD call environment

Familiarity with Cherwell Service Management software

DEPARTMENT

Service Desk – Technology Services

EMPLOYEE GROUP

CUPE Local 873

HOURS OF WORK

Monday through Friday, 40-hour work week. Flexible hours required at times during the week and occasional weekends, to accommodate special activities/events.

OFFICE LOCATION

3301 E. Pender Street, Vancouver, BC V5K 5J3

JOB TERM

This is a Regular Full-Time position

COMPENSATION

We offer a competitive salary, commensurate with experience and a benefits program that includes Medical Services Plan, Extended Medical, Dental, and Vision Care.

NUMBER OF POSITIONS

One [1]

START DATE

This position is currently vacant, and we are targeting a start date of Monday 14 December 2015 or earlier depending on candidate availability and security clearance.

COVER LETTER

A cover-letter *is not* required for this position.

APPLICATIONS

We are unable to accept in-person, paper, or fax submissions

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Vancouver, BC, CA
Posted on: 2015-10-23
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