Service Desk Agent-1

Job Description

Position Title: Service Desk Agent

Classification: IS18

Department/Account: Service Desk Services

Job Code: 90000735

Work Unit: Service Desk Services

Job Title: Information Systems Officer IS18

Manager Title: Director, Service Desk Services

Last Updated: April 2025

DEPARTMENT OVERVIEW

Advanced Solutions Technology Services is responsible for providing cost-effective management, delivery, and support of IT operations to core government ministries, program managers and government employees. Technology Services is also responsible for understanding the business objectives, future directions, and unique requirements of the programs it supports.

Service Desk Services provides technical support to core government ministries, Crown corporations and broader public sector organizations, and over 30,000 government employees in support of government objectives to lower costs and improve service delivery.

DESCRIPTION

The Service Desk Agent provides first tier problem diagnosis and response to calls from a variety of clients. The position functions in a high-volume environment with diverse and high impact problems. Service Desk services are delivered 24x7. The position is responsible for meeting contractual service level requirements and service level objectives.

ACCOUNTABILITIES/DELIVERABLES

Provides front line information technology support and problem resolution services. The Service Desk Agent enables all users to use computer resources in a multiple-site environment.

· Identifies, analyzes, documents, obtains details, and resolves technical problems from clients via phone, email, chat, and automated tickets.

· Provides technical advice and guidance to users in the operation of software and hardware, as well as operating and network systems.

· Provides centralized and remote technical services (hardware, software, network, and application support).

· Provides Incident Management support based on the ITIL framework through Service Manager process and procedures, providing overall ownership of the incident from submission to resolution.

· Diagnoses and resolves hardware, software, operating system, network, and application problems.

· Assigns appropriate severity level to problems, resolves, or escalates to appropriate group for resolution.

· Interprets, diagnoses, and resolves majority of problems including desk top infrastructure, corporate applications, mainframe systems access, ID resets, and answers questions on use of a large variety of applications.

· Receives client problem reports/inquiries regarding a wide variety of multi-environment/platform computer resources including hardware/software problems, application, and network related issues.

· Uses an ITSM system, ServiceNow, to record, track and maintain incidents and requests until resolution.

· Works with customers under minimal supervision.

· Develops/implements and updates documentation as required for non-standard solutions and/or workarounds to provide short term problem resolution affecting IT operations.

· Escalates, tracks, and follows up on unresolved problems with application support staff, vendors, or system specialists.

· Translates information between systems.

· Uses multiple service support tools to retrieve information, implement first point of contact fixes, promote automation, and identify incident impacts.

· Service Desk Mailbox triage and assignment of mailbox items.

· Manages mailboxes, distribution lists, personal folders, and calendars.

· Audits, monitors, and maintains data, services, and resource access.

· Provide status on My SC requests.

· Liaises between clients and second level support groups to provide updates, actions or escalations and confirmation of resolution on incidents and requests.

· Provides Request management information and processing for clients.

· Provides direction to clients regarding appropriate process for submitting requests.

Performs other related duties:

· Follows up with the clients to ensure completion of all aspects of Incident and Request Management, escalating or closing calls in call tracking system.

· Participates, as required, on special information technology project teams and in post-implementation reviews.

· Updates and maintains support analyst tools.

· Contributes to, edits, and maintains knowledge articles.

· Develops and maintains procedural documentation.

· Participates in internal service desk initiatives as required.

· Involved in relevant IT training initiatives consistent with remaining current in the Service Desk environment and providing critical and efficient first point of contact resolution for end clients.

· Involved in relevant business training initiatives consistent with remaining current in business acumen of clients and internal second level support teams.

· Informally participates in coaching, mentoring, and peer training from time to time.

SUPERVISORY RESPONSIBILITIES

Direct (directly supervises assigned staff) 0

Indirect reports (supervises through subordinate supervisors) 0

PROJECT/TEAM LEAD OR TRAINING RESPONSIBILITY

Supervises students or volunteers: No

Provides formal training to other staff: No

Leads project teams: No

Assigns, monitors, and examines work of staff: No

FINANCIAL RESPONSIBILITY

Not applicable

SELECTION CRITERIA

Education and Experience

· One year of experience in Information Technology or related experience. Related experience includes providing customer support services in a call centre or fast-paced environment.

· ITIL training is an asset (certification preferred).

· Equivalent combinations of education, training and experience may be considered.

Knowledge, Skills, and Abilities

· Awareness of ITIL framework.

· The ability to build and maintain positive working relationships; to work collaboratively within a team and to provide excellence in customer service.

· Be able to work in a fast-paced environment, while maintaining a professional calm manner.

· The ability to communicate professionally and effectively with clients, other team members, supervisors, managers, and business consultants both verbally and in writing, clearly, logically, concisely, effectively, and efficiently while maintaining professionalism and confidentiality.

· The ability to handle issues in a sensitive tactful way regarding political considerations.

· The ability to set priorities to manage long term and short-term goals to achieve the greatest return.

· The ability to work on several projects with multiple clients concurrently.

· The ability to learn new and rapidly changing technologies and maintain currency on essential tools.

· The ability to work co-operatively and independently in a multi-team environment with minimum direction.

· Strong customer service skills, utilizing tact and diplomacy at all times.

· Service and solution-oriented and effective in resolving conflict.

· The ability to place customers as a top priority striving to provide helpful and value-added services.

· Proven ability to communicate clearly, both verbally and in writing, by providing and obtaining information effectively, correctly, and in a concise and timely manner, at a level and in a format consistent with the audience.

· Identify and think through problems with a view to a successful resolution.

· Work individually and as part of a team to accomplish work assignments.

· Work under pressure, with competing tasks while meeting deadlines.

· Excellent time management and organizational skills.

· Demonstrated problem determination, troubleshooting, and resolution skills.

· Desire to learn while working with complex systems and highly specialized system operations involving multiple platforms and locations.

· Knowledge of computer hardware and software programs and equipment related to job functions.

REQUIRED COMPETENCIES

· Customer Focus

· Integrity and Trust

· Ethics and Values

· Motivating Others

· Drive for Results

· Building Effective Teams

· Priority Setting

· Decision Quality

· Business Acumen

· Organizing

We take care of our people (what we offer):

Salary Package

• Employment Type: Part-Time, Casual (7-month term)
• Union/Non-Union: Union-BCGEU
• Salary Grid Level: Level 18, Schedule 2
• Annual Salary: $39,190.86 - $44,482.19 (Based on a 20-hour work week)
• Office Location: Victoria, BC - Hybrid

Benefit Package

· Flexible work arrangements

· Employee Assisted Program including paid counselling services for you and your family

· Public Service Pension plan, matched by Advanced Solutions

· Excellent Rewards and Recognition Program

• An eligibility list may be created. Lesser qualified applicants may be under-implemented or appointed at a lower level.

Why Choose Us?

Where will a career with Advanced Solutions take you? To the leading edge of information technology, working with industry partners from around the world. At Advanced Solutions you will work with outstanding people in a challenging and dynamic environment. We strive to provide you with the tools, the training, and the opportunity to take charge of your future and take advantage of change to maximize client service and work within a centre of excellence.

The Opportunity

Advanced Solutions, a DXC Technology Company is a wholly owned subsidiary of DXC Technology. We are a unionized service delivery channel that delivers world-class business process and information technology services, collaborating with industry-leading partners to provide the best possible solutions for our customers. We combine our deep pool of experienced staff with cutting edge technology to deliver results. We have met the challenges of innovation many times and have a clear and confident vision for leading clients on their digital transformation journeys.

Who You Are

• Display a high level of effort, commitment, and mature judgment
• Maintain a professional and confidential manner at all times
• Trustworthy and responsible behavior
• Eagerness to learn and a willingness to accept feedback and direction
• Customer Focus
• Adhere to Advanced Solutions Core Values
• Embrace and Champion Change: We enthusiastically participate, collaborate, innovate, and welcome change.
• Encourage and Take Initiative: We are an engaged and progressive workforce promoting personal and professional growth
• Personify Integrity: We are reputable and productive which builds the foundation of our success

Flexible Work Arrangements

• Schedules to fit your lifestyle
• Flexibility in Location (Role Specific)
• Hybrid work environments may be available to ensure that you feel supported

Diversity, Inclusion & Workplace Information

At Advanced Solutions, we care about our people and provide a workplace culture that supports a healthy work-life balance. Our workplace model supports both remote and hybrid work, offering employees the options to better align with their lifestyle and productivity. Whether working in Canada or collaborating in person at our Vancouver Island Technology Park office in beautiful Victoria, BC, we’re committed to fostering a culture that values balance, inclusivity, and wellbeing.

We promote a diverse, equitable work environment and welcome employment applications from individuals of all backgrounds. Our employees enjoy competitive and comprehensive extended and group benefits and participate in a very progressive defined benefit plan through the BC Public Service Pension Plan.

We care about our people and are leaning into a workplace culture that supports a healthy work-life balance. Advanced Solutions is proud to be pivoting to become a remote and/or hybrid workplace. Employee’s will have the option to work from anywhere within Canada, or from our Vancouver Island Technology Park Office in beautiful Victoria, BC, or a combination that suits their needs. To learn more about the Victoria Office, please visit the VITP Information Site.

Submitting your Application

Positions are open to all applicants eligible to work in Canada. Please ensure your application clearly identifies how you meet each of the stated qualifications, with particular emphasis on the education, training, and experience requirements. This information will be utilized in screening your application and determining whether you will be considered for the next stage of the recruitment process.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. Advanced Solutions does not make offers of employment via social media networks and Advanced Solutions never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.