For more information, check out our website here: https://virl.bc.ca/jobs/service-desk-analyst-3/
Vancouver Island Regional Library is looking for a Service Desk Analyst for a Permanent Full-Time opportunity at our Administration (Nanaimo North) Branch.
Under the direction and support of the IT Operations Manager, the Service Desk Analyst is the first point of contact for employees experiencing technical issues with Vancouver Island Regional Library (VIRL) owned technology, hardware and software and IT services. This includes VIRL’s public computing services.
The Service Desk Analyst is responsible for providing Service Desk support and resolving problems to the end user’s satisfaction concerning software, hardware, mobile devices, and network connectivity. The Service Desk Analyst contributes to the effective operation of the IT Division through support, maintenance, and provisioning (with Manager approval) of the networked hardware and software, including PCs, Laptops, Tablets, Phones, computer applications and other related peripheral equipment.

Representative Duties

• Provide excellent customer service to staff throughout VIRL by telephone, email, virtual client web portal or face-to-face interaction.
• Provide clients with timely and systematic solutions to their problem or request.
• Using active listening and technical knowledge, determine and initial diagnosis of technical problems with computer hardware and software, internet connectivity and VIRL application systems.
• Help customers understand the situation, the nature of the problem and the resolution required.
• Identify and prioritize problems based on impact to normal operations and on VIRL’s customers, appropriately managing customer expectations.
• Assign unresolved problems to other Analysts, including Systems Analysts or escalate to the IT Operations Manager, where necessary.
• Record all problems, requests and resolutions in VIRL’s service desk application, identifying any necessary follow-up in sufficient technical detail to enable further remote or on-site support and resolution.
• Manage system incident workflow from identification to closure including communication to end client until the issue is resolved.
• Follow all established documentation standards, change control and access control processes.

• Resolve various service requests including:

• New computing device setup including the unpacking of new or re-purposed computers, monitors, and related desktop hardware, which may include traditional PCs, portable notebooks, mobile devices and public facing desktops.

• Install additional software and hardware (e.g. printers, scanners, network cards, etc.)
• Utilize system tools for proper imaging and deployment of devices as appropriate (Imaging, Mobile Device Management etc.
• Maintain user access administration for appropriate services. (e.g. Internet, e-mail, WAN/LAN/WLAN, FTP access)
• Upgrade or replace existing computer hardware and components. (e.g. hard drive, RAM, monitor, printer, and motherboard)

• Install and/or upgrade end user computer software and operating systems.

• Address end user computing hardware/software deficiencies directly with vendors and identify where warranties are valid. (licenses, certificates etc.)

• Promote and coordinate services within all VIRL Divisions and/or Branches.

• Handle customer requests for software products and licenses including issuing purchase requisitions for management approval.
• Provide system/security access management by setting up and maintaining user and group accounts with various rights for access to applications, files and print services.
• Assist the Systems Analyst and Project & Business Analyst, as required.
• Other duties related to the function, as assigned.

Required Education & Experience

• Completion of a Degree or Diploma in the Information Technology field or equivalent combination of education and experience may be considered.
• Minimum 2 years’ of service desk experience.
• Completion of ITIL Foundation, A+ or Microsoft Certified Professional certification.

Required Education & Experience

• Working knowledge of Active Directory, Group policy.
• Working knowledge of Office 365 and Azure services.
• Ability to identify and serve internal and external customers consistently and in a timely manner, achieving a high level of customer satisfaction.
• Ability to actively listen and assess needs.
• Working knowledge to efficiently build, maintain and support complex network, server, and storage environments (physical and virtual).
• Ability to establish and maintain cooperative working relationships within diverse teams.
• Ability to prioritize and manage multiple requests, projects and timeline commitments.
• Ability to work well under pressure with a high level of self-motivation and initiative.
• Ability to communicate respectfully and effectively with others.
• Demonstrated integrity and ability to maintain confidentiality associated with proprietary organizational, employee and customer data.
• Knowledgeable in the use of tools for mass deployment and maintenance of computers and mobile technologies. (E.g. Group policies, mobile device management, etc.)
• Excellent customer service skills.
• Excellent interpersonal skills to listen and understand a non-technical users challenge, frustration or request.
• Valid BC driver’s license; may be required to provide a vehicle.
• Satisfactory completion of a Criminal Record Check.

Schedules are subject to change based on business needs and the demands required of any position.

YOUR COVER LETTER SHOULD CLEARLY IDENTIFY HOW YOU HAVE THE KNOWLEDGE, SKILLS AND EXPERIENCE TO BE SUCCESSFUL IN THIS POSITION.

Vancouver Island Regional Library thanks all applicants for their interest in working with us however, only those selected for an interview will be contacted directly.
Job Type: Full-time
Pay: From $34.02 per hour
Expected hours: 35 per week

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Vision care

Schedule:

• Monday to Friday

Application question(s):

• Are you at least 16 years old?
• Are you 14 or 15 years old?
• Are you currently an employee of VIRL?
• Are you legally entitled to work in Canada?

Work Location: In person
Application deadline: 2025-06-0

• Provide excellent customer service to staff throughout VIRL by telephone, email, virtual client web portal or face-to-face interaction.
• Provide clients with timely and systematic solutions to their problem or request.
• Using active listening and technical knowledge, determine and initial diagnosis of technical problems with computer hardware and software, internet connectivity and VIRL application systems.
• Help customers understand the situation, the nature of the problem and the resolution required.
• Identify and prioritize problems based on impact to normal operations and on VIRL’s customers, appropriately managing customer expectations.
• Assign unresolved problems to other Analysts, including Systems Analysts or escalate to the IT Operations Manager, where necessary.
• Record all problems, requests and resolutions in VIRL’s service desk application, identifying any necessary follow-up in sufficient technical detail to enable further remote or on-site support and resolution.
• Manage system incident workflow from identification to closure including communication to end client until the issue is resolved.
• Follow all established documentation standards, change control and access control processes.
• Resolve various service requests including