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Employment Status

Union - CUPE Local 402 - Regular Full time

Scope

The Support Specialist 3 is a senior Service Desk professional who plays a key role in day-to-day service delivery, service quality, and operational maturity. Working under general supervision with latitude for independent judgment, this role acts as a service leader and senior point of reference within the Service Desk.

In addition to resolving complex technical issues, the Support Specialist 3 helps shape how service is delivered - coaching peers, improving communication standards, identifying emerging trends, and ensuring knowledge and documentation remain accurate, clear, and user-focused. This role supports the Service Desk Manager by strengthening daily operations, allowing leadership to focus on strategic and future initiatives.

Responsibilities

The successful candidate will:

- Provide senior-level Service Desk support for desktop hardware, software, telecommunications, business applications, and related infrastructure.
- Deliver clear, professional, and empathetic communication to users, translating technical issues into understandable language.
- Act as an escalation point for complex, sensitive, or high-impact service issues.
- Draft, review,



and improve end-user communications to ensure clarity, tone, and consistency.
- Serve as a senior point of reference for Service Desk staff by answering questions, demonstrating effective work methods, and modeling service-focused behaviors.
- Coach and mentor junior technicians, with particular attention to communication, customer experience, and troubleshooting approach.
- Provide informal leadership during daily operations, helping prioritize work and resolve issues efficiently.
- Review Service Desk tickets and service data to identify recurring issues, emerging trends, and systemic problems.
- Proactively recommend improvements to processes, workflows, documentation, or tooling to reduce repeat incidents and business impact.
- Support problem management activities by contributing insight and analysis, not just reporting.
- Create, review, and maintain Service Desk documentation and knowledge articles, ensuring content is current, accurate, and written from a user perspective.
- Identify gaps or weaknesses in existing documentation and take initiative to improve them.
- Support the development of knowledge that enables self-service, automation, and future AI-assisted support models.




- Utilize service management tools and systems effectively to manage, track, and resolve work.
- Deliver non-standard or project-related work as assigned, within agreed timelines.
- Collaborate with other IT teams to ensure consistent service delivery and shared understanding of issues.
- Perform other job-related duties as required.

Qualifications

- Post-secondary certificate in a related field plus 2 years of experience or an acceptable equivalent combination of education and experience.
- A+ Certification or acceptable equivalent.
- Information Technology Infrastructure Library (ITIL) Certification V3 or V4.
- Possess knowledge of core business applications and solutions, infrastructure capabilities, and tools.
- Effective communication skills and strong commitment to service excellence.
- Able to think critically and solve non-routine problems to meet timelines and quality expectations.
- The ability to work well within a team environment and foster a working environment that is respectful, honest, and inclusive.

Other Information

Number of Job Openings: 1

Pay Grade: 18

Pay Steps

Hourly Rate (2024 Rates)

Step 1

$34.75

Step 2 (6 Months)

$35.71

Step 3 (18 Months)

$36.72

Step 4 (30 Months)

$37.91

Conditions of Employment

This position requires completion of a Police Information Check.

Successful applicants must provide proof of qualifications.

Closing Date

This job will be posted until April 7, 2026.

Our Values

Integrity - Service - Teamwork - Innovation - Community

📌 Support Specialist 3 (Whalley)
🏢 City of Surrey
📍 Whalley