IT Service Desk Analyst

This is an Internal ICBC job posting for applicants within the bargaining unit. External applicants will not be considered.

We welcome applications from all qualified job seekers. Should you require any accommodations, including alternative interview formats, assistance with online assessments, or an ASL interpreter, throughout the application or hiring process, please email your request to accessibility_services@icbc.com – we are committed to ensuring an accessible experience for all candidates.

At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous Peoples and People with Disabilities.  By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.

We look forward to hearing from you!

The Information Services Division has an opening for the IT Service Desk Analyst in North Vancouver location.

The Service Desk provides a single point of contact for internal and external customers to effectively resolve incidents and respond to requests for IT support (incident, tools and service requests). 

As an IT Service Desk Analyst you will work collaboratively to provide support and restore service on technical issues experienced by internal and external customers involving complex and integrated corporate systems and to provide request fulfilment of standard software and technology requests.

Responsibilities include:
•    Incident Analysis and Resolution – Provides resolution and support for enquiries and incidents on complex and integrated corporate systems for internal and external customers relating to computer andvoice technology problems;
•    Respond to a variety of inquiries and problems escalated from IT Service Desk Representative related to computer systems, applications and equipment, network and telephone systems corporate wide;
•    Coordinate and consults with subject matter experts to resolve issues that have cross-platform technologies and monitors to resolution;
•    Provides request fulfilment for standard hardware, software, voice, and mobile, and coordinates equipment moves by customers.
•    Responsible for access/authorization of corporate systems and mobile devices;
•    Provides input to the Service Desk documentation system by developing procedures and troubleshooting documentation;
•    Acts as mentor and support resource for IT Service Desk Representative by providing guidance, advice, and training.

Position Requirements:
To make an immediate contribution to the team, you will bring demonstrated experience:
•    You will have at least two years of IT service delivery experience in a computer operations environment. Your experience is supported with a diploma or certificate in a computer related field, and the drive to remain current on industry standards and technologies.
•    Responding to routine inquiries and requests through multiple communication channels for corporate and desktop applications and basic corporate standard workstations (hardware and software);
•    Providing request fulfilment of standard hardware and software including delivery and configuration support;
•    Analyzing and interpreting information received from customers for problem diagnosis;
•    Utilizing the appropriate computer system diagnostic tools and applications, and/or references vendor manuals and internal documentation to determine probable cause and corrective action;
•    Escalating unusual or complex problems to the senior staff, technical specialists or the appropriate support group;
•    Maintaining productivity and activity records related to vendors and own activities;
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•    Maintaining reference manuals and documents solutions to issues for future reference;
•    Maintaining knowledge of computer systems, applications and equipment in use in customer departments, and keeping current on new technology developments within the corporation;
•    Maintaining knowledge of relevant division and department standards, policies, procedures and guidelines.

The Service Desk hours currently are from 6:45 am – 6:00 pm, Monday – Friday and 8:30 am – 4:30 pm Saturday.

About us: 

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025  to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

 Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined: 

• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia. 

Only candidates legally entitled to work in Canada will be considered for this position.

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