IT Service Desk Representative
ICBC (Insurance Corporation of British Columbia) is seeking an IT Service Desk Representative to support its employees and business partners with IT-related inquiries and technical issues. The role involves providing customer support, diagnosing problems, and maintaining documentation in a shared knowledge base.
Responsibilities
- Respond to inquiries and requests resolving simple to moderately complex technical issues, and processing standard requests for computer systems, applications, equipment, network and telephone systems
- Effectively gather relevant information from the customer and analyze issues using diagnostic tools and applications, vendor manuals and internal documentation in order to determine probable cause and take corrective action; escalate unusual or complex issues appropriately
- Maintain knowledge of division and department standards, policies, procedures and guidelines, and document in a shared knowledge base
Skills
- Providing excellent customer service, able to respond to multiple requests through various media, researching and resolving multiple technical issues, and responding effectively to customers with time sensitive concerns
- Ability to explain technical procedures clearly to a non-technical audience
- Working with a broad range of computer systems and applications, voice and data communications, network technologies, and local and remote diagnostic tools
- A minimum of six months' service desk experience in a computer operations environment
- Your experience is supported with recent post-secondary education in a computer related field leading to a diploma or certificate
- Please note this position is in a call center environment
Benefits
- Competitive salary
- Comprehensive benefits
Company Overview