ASSOCIATE TECHNICAL ANALYST, IT SERVICE DESK

Victoria

3-Month Term Certain

The Opportunity

We are seeking a customer-focused and detail-oriented Associate Technical Analyst, IT Service Desk to join our IT Services team. In this vital role, you will be supporting the efficient operation of a high-volume IT Service Desk and will provide first-tier technical support to BC Ferries' internal user community. This is an excellent opportunity for a self-motivated individual with strong communication skills, passion for problem solving, and a commitment to delivering exceptional customer service. 

You will diagnose issues, identify effective solutions, and resolve incidents in a timely manner. Collaborating closely with all levels of IT support staff, you will assist in the monitoring and resolution of IT-related service tickets. As a strong team player, you excel at building collaborative working relationships and bring proven analytical and troubleshooting skills to the role.

The Role

Reporting to the Manager, IT, you add value to the organization by key areas of oversight such as:

• Collaborating with IT staff and vendors to resolve incidents, fulfill service requests, and implement system enhancements.
• Contributing to IT Service Management (ITSM) by demonstrating excellence in incident investigation, troubleshooting, ticket creation, and ticket routing.
• Supporting all technology solutions in the service catalogue and others as directed.
• Providing user training at a level appropriate to the user community’s requirements.
• Conducting routine hardware and software audits, ensuring compliance with organizational standards, policies, and configuration guidelines.
• Participating in continuous improvement by providing suggestions for improvement and contributes to executing approved improvements.
• Providing Tier 1 technical support via phone, email, and other communication channels, ensuring timely and effective resolution of user issues.

What you bring to the team

• A post-secondary degree or diploma in Computer Science, Business, or a related IT discipline, or equivalent experience providing end-user support in an IT environment

• Troubleshooting experience on Microsoft desktop OS, iOS OS, Android OS, and software related issues
• Experience with incident management, including troubleshooting and escalation

• Previous experience on an IT Service Desk is strongly preferred

• Familiarity with ITIL frameworks and best practices is considered an asset

Join us!

If this sounds like your next great career move, please apply online by July 13, 2025.

"We connect communities and customers to the people and places important in their lives

BC Ferries supports employment equity and diversity in the workplace and we encourage applications from all qualified individuals including women, visible minorities, Indigenous Peoples, persons with disabilities, persons of diverse sexual orientation, gender identity or expression (LGBTQ2S+), and others who reflect our ever-changing workplace.

We appreciate the interest of all applicants; however only those selected for an interview will be contacted.