Our Story & Purpose:
We’re Vancity, a member-owned credit union built on the principles of inclusion and social justice. Since 1946, our relentless commitment to these values has helped us challenge the status quo and break down barriers. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.
As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers. If you’re ready to join our team of 2,300 diverse individuals, access competitive rewards and benefits, and be part of a greater movement - apply today!
Your Role in Supporting Our Members:
As a Service Desk Analyst II, you will be coordinating and monitoring ticket workflows to identify trends, manage backlogs, and ensure efficient use of support resources. You will provide front line technical support via phone, email, ticketing systems, and remote tools, using strong problem resolution skills to diagnose issues, ask the right questions, demonstrate empathy, and deliver exceptional customer service to restore user productivity quickly.
In this role, you will ensure accurate ticket logging, adherence to IT standards, and effective issue escalation when required. In addition, you will coach and train Service Desk Analysts, conduct quality assurance, contribute to performance feedback, and create and maintain knowledge base and training documentation. With strong experience in service desk ticketing systems, you will support continuous improvement of service quality, processes, and the overall client experience at Vancity.
This is a Full-time, Temporary role based at our Vancity head office and will report directly to the Team Manager, Service Desk. While this position provides a hybrid work arrangement, you will be expected to be on-site for events and business demands.
How You'll Make an Impact:
- Monitoring and coordinating ticket volume, workflow, and issues to identify trends, manage backlogs, escalations, and self-service requests, and ensure efficient use of resources
- Providing technical coaching, guidance, and support to Service Desk Analysts, while giving feedback to the Manager on performance, training, and development needs to support team effectiveness
- Creating, reviewing, and updating IT knowledge base articles to maintain accurate and up-to-date help information
- Analyzing and resolving service desk requests, identifying questionable inquiries, and coordinating resolutions to ensure IT Standards and Guidelines are met and clients return to productivity quickly
- Providing front-line support for hardware and software issues via telephone, ticketing systems, or remote assistance, including troubleshooting desktops, laptops, printers, and monitors using diagnostic techniques and targeted questions
- Escalating unresolved issues to the next level of support, following up with end-users to provide status updates and maintain accurate information
- Communicating stakeholder feedback and suggestions to the appropriate internal teams while identifying and recommending improvements to procedures
What You’ll Bring to the Team:
- Post Secondary Education/Diploma (Computer Science or IT related field)
- Minimum 3 years’ experience in the capacity of a Service Desk Analyst or related role
- 3-4 years IT experience with increasing responsibility
- Quality coaching, training and call monitoring
- Technical writing/technical documentation
- Data collection and reporting
- Technical troubleshooting and customer service
- Providing users with a positive customer service experience
- Providing recommendations on best IT practices/process efficiency
Extra Skills That Set You Apart:
- Experience in ServiceNow environment.
- Experience within the Financial Services industry
You’ll Thrive Here If You Are:
- Collaborative – You work effectively with teammates and cross-functional partners to achieve shared outcomes.
- Analytical – You identify patterns and trends in issues and use insights to improve service delivery.
- Supportive – You enjoy helping others grow by sharing knowledge and providing guidance.
- Accountable – You take ownership of your work and deliver on commitments with care and consistency.
We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.
What You’ll Earn:
This role offers a salary range of $61,200 to $72,000 per annum. The base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.
Why You’ll Love Working Here:
A career at Vancity is more than just a job, you’re joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:
- Living Wage Employer: We’re the largest private-sector Living Wage Employer in Canada and consistently ranked among Canada’s Top Employers.
- Customizable Benefits: Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs.
- Generous Vacation: New employees start with 3-4 weeks of vacation per year, with additional days earned over time.
- Extra Stat Holidays: In addition to BC’s 11 statutory holidays, we offer 2 extra days, plus care days for personal or family illness.
- Immediate Health Coverage: Health and dental benefits begin on your hire date, with three levels of coverage to choose from.
- Defined Benefit Pension: Our retirement plan provides a guaranteed income for life, recognizing that retirement looks different for everyone.
Vancity Talent Programs:
Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous, Black, or Trans. With special permission from the BC Human Rights Commissioner, this initiative provides access to career development opportunities, prioritized job screening, and feedback. Any information you choose to share will be stored securely and used only for recruitment and career development connected to this initiative, in line with the BC Personal Information Protection Act (PIPA). For details, please see our dedicated Talent Programs job posting.
At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.
We are also committed to an inclusive, barrier-free and accessible recruitment experience for all candidates. If you require any accommodations or support at any stage of the recruitment process (including the application stage), we encourage you to let us know by contacting our Talent Acquisition team at recruitment@vancity.com. We’re here to work with you to ensure your needs are met promptly and effectively. All requests will be handled with the utmost respect and confidentiality, so you can participate fully in the process.
