Customer Support Services Coordinator

February 25 2020
Industries Bank, Insurance, Financial services
Categories Information Technology, Help Desk, Supervisor, Team leader, Internal support (ACD, PABX, CTI, CRM...), Computer Engineering, Software Engineering, Maintenance, Service
Victoria, BC

DEPARTMENT DESCRIPTION

The Technology department is responsible for developing technology solutions that contribute to the achievement of BCI's mission and long-term goals. The department manages the Corporation's business applications and information technology infrastructure, providing support to a large group of financial professionals. The department is also responsible for authoring technology-related directives and conducting disaster recovery planning to minimize risk to the Corporation's delivery of investment services.

POSITION DESCRIPTION

Reporting to the Manager, Customer Support Services, the Coordinator is responsible for supporting the Customer Support Services function. S/he ensures that requests for technical support from internal customers are managed efficiently and effectively throughout the request lifecycle. S/he implements processes and procedures with a focus on request, incident and knowledge management processes. The Coordinator collaborates with multiple teams to resolve incidents, drives opportunities for continuous improvement, and delivers an exceptional customer experience.

The position is based in Victoria.

QUALIFICATIONS

  • Bachelor's degree or diploma in Computer Science or in a related field
  • A minimum of 3 years of experience in a customer services team and function
  • Ability to work effectively in a fact-paced, multi-project and multi-customer environment
  • Must have knowledge of and experience with service management practices including request management, incident management and knowledge management
  • Must have knowledge of and experience with ServiceNow or other service management tools
  • Must have excellent customer-service, listening, communication skills and problem-solving skills
  • Must have excellent interpersonal and collaboration skills, and the ability to work with technical and non-technical stakeholder groups
  • Strong written communication skills and the ability to develop reporting to internal audiences at multiple levels of the organization 
  • Professional training and certifications are an asset, including: ITIL Foundation Certification or ServiceNow System Administration

PRIMARY RESPONSIBILITIES

  • Coordinates the Service Desk queues for requests and incidents
  • Drives the efficiency and effectiveness of the request and incident fulfilment processes
  • Ensures that requests and incidents are managed to successful resolution within the agreed upon Service Level Objectives (SLOs) 
  • Tracks progress of all support tickets throughout the lifecycle, from start-to-end/register to close
  • Collaborates and communicates with other Technology teams during the support ticket resolution process
  • Serves as the escalation point within the incident management process, and engages the next level of management for support when thresholds are violated
  • Escalates incidents which need special attention, including major incidents
  • Ensures Service Desk team members communicate internally and externally for escalated incidents
  • Re-routes misdirected incidents that have not been processed in a timely manner and creates knowledge articles to improve support ticket handling and assignment
  • Provides input into Service Desk processes and procedures, and ensures they are implemented effectively and efficiently
  • Trains, coaches and mentors Service Desk Specialists (Levels 1 and 2) on Service Desk processes and procedures
  • Coordinates the workload of Service Desk team members and creates optimization plans and schedules based on support tickets and call workload to achieve optimum coverage during Service Desk support hours
  • Gathers Service Desk metrics for response times, resolution and call data and produces regular and ad hoc reporting
  • Enables regular communication and exchange on technical and business changes to ensure the Service Desk team is ready and able to support new or changing business services
  • Promote a knowledge management practice within the Service Desk team and ensures that the Knowledge Base is kept updated and new content is added as required
  • Creates and delivers a Service Desk performance reporting dashboard in ServiceNow
  • Works closely with the ServiceNow development team to drive enhancements that increase Service Desk efficiency and productivity
  • Ensures technical artifacts are accurate, accessible, maintained and communicated
  • Undertakes special projects or assignments as required
  • Performs other related duties as required

COMPETENCIES

Relationship Building

Effective performers establish and proactively maintain a broad network of relationships (e.g. colleagues, co-workers, vendors, suppliers, etc.). They value these relationships and work effectively across the organization by maintaining positive working relationships with peers and others.

Communicativeness

Effective performers clearly and articulately convey technical and other information both orally and in writing to others in a manner appropriate to the listener. They write clearly, accurately and concisely, composing project, technical and other required documentation as required.

Problem Solving

Identifies and solves problems, acts decisively and shows good judgment. Isolates causes from symptoms; compiles information and alternatives to illuminate problems and issues. Involves others as appropriate; gathers information from a variety of sources. Finds a balance between studying the problem and solving it. Identifies the root cause of a problem.

Organization & Planning

Effective performers have strong organizing and planning skills that allow them to be highly productive and efficient. They manage their time wisely and effectively prioritize multiple competing tasks. They follow through on tasks to ensure changes in technology are communicated effectively.

High Standards

Effective performers possess a high inner work standard and shows pride in their work. They consistently strive to ensure work is complete within deadlines and that all work performed is of a high quality.

Results Orientation

Effective performers maintain appropriate focus on outcomes and accomplishments. They are motivated by achievement, and persist until the goal is reached. They convey a sense of urgency to make things happen. They respect the need to balance short- and long-term goals. They are driven by a need for closure.

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