Help Desk Analyst

Pacific Blue Cross (PBC) has been British Columbia's leading benefits provider forover 80 years. We are an independent, not-for-profit society with strong roots in BC’s health care system. We provide health, dental, life, disability, and travel coverage to 1 in 3 British Columbians through employee group plans and individual plans.

We are fueled by a commitment to keep health care sustainable for all British Columbians. Through our PBC Health Foundation, we fund projects that improve health outcomes directly related to mental health and wellbeing as well as the prevention and/or management of chronic disease. We are interested in finding people who want to make a difference and who are looking to grow their career with us.

• Work-life balance with flexible working hours of 7 hours per day, Monday to Friday (i.e., 35 hours per week).
• Paid vacation starts at 3 weeks per year, and increases with years of service.
• Generous benefits, including extended health, dental, and life insurance; depending on the plan that you choose, these benefit premiums can be 100% paid by PBC.
• Education allowance up to $1,000 per calendar year.
• Onsite gym, cafeteria, and access to virtual doctors/counsellors 24/7 via our Employee Family Assistance Program!

• We are searching for 1 temporary Help Desk Analyst to join our Information and Technology Service team and work from our Burnaby office.
• This position is unionized and part of the CUPE 1816 Bargaining Unit. This position is paid at hourly rates and receives wage increases in accordance with the Collective Agreement. The wage for this position is: $5,638 - $6,626 per month.

Under the general supervision of the Manager, provides second level technical service and support to internal users in the diagnosis and resolution of continuing service needs for hardware, software, telephony and network components where first call resolution was escalated due to support or time limitations. Determines nature and severity of the issue, identifies options, implements immediate fixes or workarounds and facilitates user acceptance of troubleshooting and service delivery outcomes.

On a regular relief basis, provides first level help desk support to internal and external users of a diverse range of business software applications, hardware platforms, telephony and productivity tools. Participates in infrastructure projects as required.

1. Provides second level technical service and support to internal users in the diagnosis and resolution of operational issues and requests for service delivery related to hardware, telephony and network components by receiving referrals for desktop support through the help desk by:

- identifying options for resolving problems and delivers service outcomes within service level objectives;

- implementing fixes or workarounds where possible and updates ticket status to ensure documentation and tracking of desktop issues is maintained;

- facilitating user acceptance of troubleshooting outcomes;

- referring trends encountered in problem tickets to the appropriate service team;

- maintaining a variety of help desk resource materials.

2. Builds, tests and deploy new workstations consistent with the IaTS master image including standard operating system configuration, access services and business applications configurations of end devisees.

3. Replace hardware components as necessary to maintain existing equipment no longer under warranty.

4. Files and logs network server change requests as appropriate.

5. Maintains inventory stock levels of hardware and peripherals.

6. On a regular relief basis, provides first level technical service and support to internal and external users of a diverse range of business software applications, hardware platforms, telephony and productivity tools by:

- receiving IaTS service and support requests through an incoming phone queue or online service ticket and identifying the application or tool involved;

- responding to IaTS service and support requests received…