Hybrid Service Desk Analyst II Role

Vancity is seeking a Service Desk Analyst II to provide hybrid support in managing IT systems and enhancing user satisfaction. Your technical expertise will drive effective service delivery.
As a Service Desk Analyst II in our team, you'll be instrumental in coordinating ticket workflows and providing front-line support via phone, email, and ticketing systems. This 12-month contract position is perfect for candidates eager to contribute to enhancing service quality and user experience at Vancity.
Key Responsibilities:
• Analyze and manage service desk ticket activities
• Guide and coach fellow service desk staff
• Maintain and document updates for IT knowledge base
• Troubleshoot and resolve hardware/software issues
• Escalate critical issues following protocols
Requirements:
• Degree or diploma in Computer Science/IT
• Minimum of 3 years in a Service Desk capacity
• Strong focus on coaching and development
• Proficient in technical writing and custo...