Position Summary:

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The Service Desk Analyst (SDA) is the Single Point of Contact (SPOC) for all internal and external HIBC end user support requests. The position manages all customer-facing End User Support requests and incidents via telephone, email and tickets and first level triaging within the Tier 1 support scope. The SDA is also responsible for escalating, delegating, tracking, and communicating to Tiers 2 & 3 support. This position is also accountable for granting/revoking access to systems, monitoring security, reporting incidents, as well as maintaining data security.
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\nThis position is designated as a Grid level 18, with an hourly range of of $37.28 - $42.53.
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\nKey Accountabilities:

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Demonstrate strong troubleshooting and problem-solving skills to diagnose, resolve, and prevent technical issues while delivering excellent customer service and minimizing operational disruptions.
As Single Point of Contact (SPOC) for all internal and external end user support requests for users of HIBC vital business functions, provides first-call resolution by actioning all Tier 1-level requests and responding to queries to provide end-to-end user support:
Creates and tracks tickets related to requests including troubleshooting and/or escalating/delegating to appropriate levels of support as defined by the expanded incident lifecycle process.
Populates and maintains an expansive knowledgebase repository relating to end user support solutions and utilizes the contained articles efficiently in supporting user requests.
Accurately and systematically tracks actions and responses in a centralized ticketing system to create, capture and share best practices for related incidents and request resolution options; reviews actions on a continual basis to vet continual service improvement opportunities.
Ensures severity level 1 & 2 incidents are managed as defined by the Master Service Agreement and reports all security incidents promptly; implements, monitors and maintains effective data security, administration and coordination of HIBC/PBCS systems.
Manages processes for communicating outage/emergency activities to the company.
Manages vendor relationships regarding daily operational needs.
Reviews survey feedback to identify opportunities to improve services, tools and support experience.
Performs other related duties as assigned.
Required Education and Experience:
Diploma or completed post-secondary coursework in computer technology.
Minimum of 3 years of experience providing customer-facing technical support by telephone, email and tickets in a Helpdesk/Support or Contact Centre environment.
Required experience in troubleshooting and problem solving, with the ability to analyze technical issues, identify root causes, and implement effective solutions while providing excellent customer service.
An equivalent combination of education and experience may be considered.

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Preferred Qualifications:

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More than 4 years of experience working in a Helpdesk/Support or Contact Centre environment.
Knowledge of on-line computer-based health programs, services and system preferred
Advanced knowledge of HIBC policies and systems preferred

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Knowledge, Skills, and Abilities:

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Proficiency in MS Office and Outlook.
Demonstrated aptitude for continuous learning, innovative thinking, and continuous improvement
Strong prioritization skills and the ability to adapt
Competency working within privacy and security of personal information

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Behavioural Competencies:

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Collaborative: Works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible.
Communicative: Genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders.
Customer Focus: Takes time to analyze and understand the needs of both internal and external customers. Asks for feedback and incorporates into products and services. Ensures the customer experience is a key requirement in the design and development of all products and services.
Emotionally Intelligent: Demonstrates self-awareness in identifying their emotions, understanding triggers, and choosing their behavior. Recognizes when their own biases may be impacting their decisions. Seeks to understand and empathize with others’ emotions, needs, and perspectives to guide their interactions.
Decision Making and Problem Solving: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision.

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What's in it for you?

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We offer a robust health & dental benefits plan, with flexible options that will meet you and your family's needs. We also offer a Defined Benefit Pension Plan (PSPP), for all eligible employees, as well as various generous paid leaves.

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We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnicity, gender or gender identity, sexual orientation, religion, ability, education level, parental status, or socioeconomic status.
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\nPBC Solutions is an equal opportunity employer and welcomes applications from all qualified candidates.

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To request an accommodation in completing this application, pre-employment testing, interviewing or otherwise participating in the employee selection process, please direct your inquiries to hr@pbcsolutions.ca

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Does this opportunity resonate with you?
\nAre you seeking a work environment that will challenge you, provide stretch opportunities, and support your success and growth? Then you've found your ideal work environment - Apply today please! We'd love to talk with you to explore this opportunity further with you.
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\nPlease note, if selected for this opportunity, you will be required to undergo a background check in accordance with PBC Solutions policies.
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\nWe sincerely thank all candidates for their interest, however only those selected to continue in the recruitment process will be contacted.
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\nPlease apply by August 13, 2026 by 4:00 PM PST. An eligibility list may be established for this position for a period of up to 6-months.

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If yes, please enter your PBCS email. If no, input N/A.",{"_10":1175,"_57":1160,"_96":1176,"_97":1177,"_99":-5,"_100":1178,"_114":1182,"_116":13},"xc087o5v1","Applicants are required to complete all prescreening questions as part of their application. Your responses are a key part of the screening process and are used by the hiring manager to assess how you meet the required education, experience, knowledge, skills, and abilities for the position.","2644280",[1179],{"_66":1180,"_103":1181},"Yes, I understand.",921459,"IMPORTANT: Complete all prescreening questions. Your responses are a key part of screening & will be used by the hiring manager to assess how you meet the position's required qualifications.",{"_10":1184,"_57":1160,"_96":15,"_97":1185,"_99":-5,"_100":1186,"_114":1190,"_116":13},"5co0msinco4","2644281",[1187],{"_66":1188,"_103":1189},"Yes I understand.",921460,"IMPORTANT: Provide complete, specific responses to each question. Responses of approximately 100-250 words are generally sufficient. Whenever possible, include relevant examples demonstrating how you meet the stated requirements.",{"_10":1192,"_57":1160,"_96":15,"_97":1193,"_99":-5,"_100":1194,"_114":1198,"_116":13},"24fphd5gisx","2644282",[1195],{"_66":1196,"_103":1197},"Yes, I understand",921461,"IMPORTANT: Do not assume information contained elsewhere in your resume or application will be considered instead of your prescreening responses. Applications that do not clearly demonstrate required qualifications through these responses may not proceed.",{"_10":1200,"_57":1160,"_96":15,"_97":1201,"_99":-5,"_100":1202,"_114":1207,"_116":13},"cvlqjvttiee","2644283",[1203,1205],{"_66":1164,"_103":1204},921462,{"_66":1167,"_103":1206},921463,"This is a hybrid role. Our office location is located in Saanichton, BC and all employees are expected to have a regular presence at the office. Please confirm you are able to meet this expectation.",{"_10":1209,"_57":480,"_96":1210,"_97":1211,"_99":-5,"_114":1212,"_116":13},"sryjt6klejh","Input N/A if not applicable.","2644285","Please explain how you gained your diploma or completed post-secondary coursework in computer technology.",{"_10":1214,"_57":480,"_96":1210,"_97":1215,"_99":-5,"_114":1216,"_116":13},"fuig455ifui","2644284","Please explain how you gained at least 3 years of experience providing customer-facing technical support by telephone, email, and tickets in a Helpdesk/Support or Contact Centre environment.",{"_10":1218,"_57":480,"_96":1210,"_97":1219,"_99":-5,"_114":1220,"_116":13},"m50zgouec8i","2644286","Please explain how you gained experience troubleshooting and solving technical issues, including analyzing issues, identifying root causes, implementing effective solutions, and providing excellent customer service.",{"_10":1222,"_57":480,"_96":1223,"_97":1224,"_99":-5,"_114":1225,"_116":13},"jyhobap4hu","Preferred Qualification","2644287","Please explain how you gained more than 4 years of experience working in a Helpdesk/Support or Contact Centre environment.",{"_10":1227,"_57":480,"_96":1223,"_97":1228,"_99":-5,"_114":1229,"_116":13},"b6gcycdnrvq","2644288","Please explain how you gained knowledge of online computer-based health programs, services, and systems.",{"_10":1231,"_57":480,"_96":1223,"_97":1232,"_99":-5,"_114":1233,"_116":13},"ec0u7syanen","2644289","Please explain how you gained advanced knowledge of HIBC policies and systems.",{"_10":1235,"_57":480,"_96":1223,"_97":1236,"_99":-5,"_114":1237,"_116":13},"1uratag4yhdj","2644290","Describe your experience in technical writing or documenting work procedures. Include where and when you gained this experience, the duration, and the types of documents you created.",{"_10":1239,"_57":480,"_96":15,"_97":1240,"_99":-5,"_114":1241,"_116":13},"lvmh2zfn2ah","2644293","OPTIONAL: A equivalent combination of education and experience may be considered, explain how your combination of education and experience meets the requirements to perform this position successfully. Input N/A if not applicable.","stateCode","countryCode","CA",{"_389":390,"_206":387,"_208":388,"_363":11,"_357":399,"_210":400,"_401":331,"_69":402},"actionData","errors"]