ISC Support Specialist

Location: hirify.global Vancouver Campus, Vancouver, BC, Canada

Salary: $6,143.67–$8,830.25 CAD monthly

Company

The University of British Columbia is a global teaching, learning, and research institution supporting more than 70,000 community members.

What you will do

• Provide first-level support for Integrated Service Centre products and services.
• Analyze, troubleshoot, diagnose, and resolve user issues involving passwords, access, desktop hardware, software, and business processes.
• Use remote-support and service-centre tools, escalate issues when required, and document incidents, actions, and resolutions.
• Perform authentication and access-control activities while applying privacy and information-security practices for personal information.
• Develop and maintain Tier 0/1 knowledge-base content and service-centre documentation.
• Collaborate across the ISC to track incident trends, support critical-incident response, and improve services and processes.

Requirements

• Undergraduate degree in a relevant discipline, plus at least two years of related experience or an equivalent combination of education and experience.
• At least two years of help-desk or customer-service experience, or equivalent experience.
• Experience with ticketing systems such as ServiceNow or related products.
• Ability to troubleshoot end-user queries remotely using problem-solving skills, knowledge repositories, and service-centre tools.
• Strong interpersonal, active-listening, written, and verbal communication skills, including conflict management.
• Ability to work collaboratively and inclusively, with strong attention to detail, accuracy, tact, and discretion.

Nice to have

• Experience supporting HR, finance, or student services.
• Experience with Workday, Peoplesoft, Cisco Call Centre phone routing, TeamViewer, Confluence, SharePoint, Canvas, Qualtrics, Accesshirify.global, or Skype for Business.
• Experience working in a complex academic environment or at hirify.global.

Culture & Benefits

• Full-time staff position in a non-union role.
• Work within a cross-functional and collaborative Integrated Service Centre team.
• Contribute to equity, diversity, inclusion, service excellence, and continuous improvement.
• Ongoing position with opportunities to mentor or coach peers as required.