Service Desk Lead Systems Analyst
British Columbia Institute of Technology (BCIT)
Location
Burnaby, BC | Canada
Job description
BCIT’s
Information Technology Services department is seeking a
regular, full-time (1.0 FTE ) Service Desk Lead Systems Analyst ( LSA ) to function as part of our Service Desk team. We have one regular, permanent full-time position available. IT Services is a dynamic environment with a passion for service to our students, faculty, and staff. Our Service Desk provides assistance to all members of the BCIT community with a team of full-time and student employees
The Lead Systems Analyst (LSA) supervises IT Service Desk operations and maintains high standards of service excellence. This individual is responsible for scheduling coverage and overseeing the training of a customer-focused team. The role works closely with the Manager to continuously improve support processes and standards in order to meet the evolving needs of the Institute. The LSA will also work with other IT Services team members and managers to coordinate resources and develop support plans for new services. In addition, the role monitors and reports on support activities and escalates issues or concerns to their manager when appropriate. This role provides input into budgets and other departmental planning activities
Typical Hours: 8:00 to 4:00pm Monday to Friday (hybrid work available after 1 year probation) Duties & Responsibilities DUTIES AND RESPONSIBILITIES : - Scheduling and resourcing operational activities, including queue management where applicable (e.g. incidents, service requests) scheduling team’s tasks, activities, and project schedules while ensuring adequate resourcing levels.
- Acting as a liaison between management and team members
- Supporting and contributing to front line support during busy cycles (i.e. term start) or during periods when the team is short-staffed
- Providing technical expertise, coaching, and mentoring to other team members while identifying training opportunities
- Assisting the Manager in developing and enforcing standards and methodologies
- Planning and implementing Service Management improvement projects and contributing to other IT Services projects
- Proactively identifying issues within the team and escalating concerns to management as required
- Developing and maintaining internal and external client relationships
Qualifications QUALIFICATIONS : Minimum Qualifications: - Institute of Technology diploma, or Bachelor’s Degree in science or business; and
- A minimum of six (6) years current relevant experience in an IT environment, including two (2) years in a supervisory role in a similar capacity preferably supervising teams within a large, complex and unionized environment; or
- An equivalent combination of education, training and experience.
- Excellent supervisory skills to manage teams in a complex unionized environment.
- Strong project management and delivery skills with ability to work with tight schedules.
- Proven commitment to providing and maintaining the highest level of customer service.
- Effective oral and written communication skills to a wide and varying size of audience, including documentation and public facing communication channels.
- Proven analytical and problem solving skills.
- Strong organizational skills and ability to meet changing priorities and multi-task while meeting strict deadlines.
- Must be a team player and work well with cross-departmental teams.
Desired Qualifications: - Demonstrated supervisory experience, preferably at a service desk, help desk, or call centre providing phone, chat, email, and in-person support in an enterprise environment.
- Experience with ITIL processes: Incident, Service Request, Problem, and Change Enablement
- Strong conflict resolution skills and ability to quickly assess and prioritize issues to diffuse escalating situations.
- Experience in developing standards and processes.
- Experience using IT Service Management software (such as ServiceNow, Cherwell, TeamDynamix).
- Strong understanding of IT support requirements of higher education enterprise environments
- Working knowledge of the following technologies:
- Microsoft technologies (Teams, MFA, M365, Entra ID, InTune, SCCM, Exchange).
- Endpoint protection tools (SentinalOne, Defender).
- Wired and wireless networks and general knowledge of network protocols.
- Operating systems (Windows 10/11, OSX, iOS, Android).
- Accounts and Access management
- Experience with writing and maintaining user documentation.
- Experience with automated call distribution (ACD) call centre software and other related technologies (Cisco Finesse).
- Experience developing service level agreements (SLAs) and monitoring performance against SLAs.
- Experience creating status and metric reports for a variety of audiences.
- Strong verbal and written communications.
- ITIL v4 certification, HDI Service Desk Supervisor or Manager certification, and conflict resolution training preferred.
Additional Information Benefits – Why you’d love working with us - Competitive pay
- Minimum of twenty-five days of vacation (or more, depending on your position )
- Competitive employer-paid extended health and dental plan – take a look at our benefit plans !
- Defined benefit pension plan with employer contributions
- Flexible hybrid work arrangements available
- Professional Development funds and resources
- Access to most BCIT Flexible Learning courses free of charge
- Wellness and Employee Assistance programs
- Complimentary membership with free access to the Fitness Centre, Gymnasium, and more
BCIT values diverse experiences, ideas, cultures and perspectives and is committed to fostering a diverse and inclusive workplace. As an equal opportunity employer, we encourage applications from members of all groups experiencing barriers to equity. If you require accessibility accommodations during any part of the application or hiring process, please contact so we can best support you. Please note that all applications must be submitted via the careers page portal,
email applications will not be accepted The British Columbia Institute of Technology acknowledges that our campuses are located on the unceded traditional territories of the Coast Salish Nations of xwməθkwəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səl̓ilwətaɁɬ (Tsleil-Waututh). Salary Range Salary Range: $63,150 - $110,238 per annum
Additional Salary Information Salary prorated based on percentage and term of appointment. Salary based on education, experience and placement criteria as outlined in the Collective Agreement
Position Details
Posting Category Information Systems / Technology
School/Service Area Information Technology Services
Campus Location Burnaby campus
Bargaining Unit BCIT Faculty and Staff Association (FSA)
Job Status Regular
Full-Time/Part-Time Full-Time
Number of Vacancies 1
Anticipated Start Date 04/15/2024
Anticipated End Date Competition Information
Competition Number 24FSA427
Competition Open Date 02/24/2024
Competition Close Date 03/11/2024
Open Until Filled?No
Job tags
Salary
$63.15k - $110.24k per year
