Service Delivery Specialist- Technical Service Desk - FTR-Temp 1

Req ID: 69239 This position is with NTT DATA BCU, Inc. and is part of the BCGE Union. NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Service Delivery Specialist- Technical Service Desk - FTR-Temp 1 to join our team in Burnaby, British Columbia (CA-BC), Canada (CA). Purpose of Position The Service Delivery Specialist allocates resources and monitors the day-to-day service activities for the team, and provides mentoring, training and limited administrative functions. This position provides expertise to customers in order to sustain effective and timely customer services and contributes to planning processes to help develop the section’s IT strategy. Accountabilities Supports the creation, review, updating and publication of knowledge structures, tools and processes. Develops and maintains knowledge templates to gather relevant information and communicates knowledge updates to appropriate staff in accordance with operational requirements and established practices. Provides leadership and mentoring to team staff. Allocates resources and monitors the day-to-day service activities of staff. Communicates current program issues to staff to ensure they are able to provide accurate information and service. Identifies service quality issues, opportunities and constraints and makes recommendations for improvements to the Manager. Fields escalations from staff related to customer issues. Contacts clients to confirm and/or obtain additional information and to update incident tickets. Interacts with NTTC, business partners, 3rd party vendors and Provincial Government or Health Authority related clients to resolve hardware, software and other business process issues. Creates, updates and presents training material to section staff on an ongoing basis. Develops, manages, and administers process management best practices. Facilitates deployment of new, existing or improved processes to all service delivery units within NTT DATA based on customer requirements. Consults and recommend actions and remedies for business process design and deployment. Is accountable for the process health of operational processes deployed within NTT DATA to include (but not limited to) all associated controls and measurements. The position acts as the single point of contact for all process activities. Monitors day-to-day business workflows by preparing daily reports on business volumes and reporting to the Manager. Participates in projects to implement changes and provides functional direction to staff assigned to projects as required. Assists Manager with administrative functions such as hiring and training of staff, monitoring of daily and weekly workloads, reassigning of staff to meet fluctuations in the nature and variety of customer service demand, setting priorities and assigning and scheduling staff to complete assignments according to customer needs. Monitors and manages the Enhanced Executive Support and VIP requests and responds to any requests from section staff. Tests and/or oversees testing of new hardware/software. Qualifications Information Technology related training/education/certification, degree or diploma or a combination of relevant training and experience 2 years’ experience in the following: Providing technical direction, leadership, supervision and/or mentorship and coaching of small to medium sized technical teams, 3 years of troubleshooting and performing root cause analysis of technical problems; diagnosing workstation hardware and software for a Health Care related enterprise environment Experience in identifying gaps in the process and performance of tools used to deliver services and proposing options for improvement. 2+ years of experience in Knowledge Management applicable to a Technical Service Desk environment Financial Responsibility None Direct Supervision No direct supervision Project/Team Leadership or Training Provides training to staff. Acts as team lead to section staff. Please note, as per the CBA and Human Rights Code of BC, this posted position may be used for accommodation of union members based on medical or human rights grounds without previous notice. The Employer must give preference to a union member who has submitted an approved accommodation request if the position is still vacant during the recruitment process. Annual Salary Range (2026): CAD 94209 About NTT DATA Services NTT DATA BCU is an entity of NTT DATA Services, a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100. NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

The role involves allocating resources and monitoring day-to-day service activities for a technical service desk team. It also focuses on developing knowledge structures, managing operational processes, and providing leadership and mentoring to staff.

Requires a degree, diploma, or equivalent IT certification combined with at least 2 years of technical leadership experience. Candidates must have 3 years of experience in troubleshooting and root cause analysis within a healthcare enterprise environment.

Identified from the job description. Confirm important requirements above.

• Technical Leadership
• Root Cause Analysis
• Knowledge Management
• Service Delivery
• Resource Allocation
• Incident Management
• Process Improvement
• Technical Troubleshooting
• Mentoring
• Workstation Hardware Diagnosis
• Software Diagnosis
• Training Development

• Customer Service & Support
• Technology
• Management & Leadership
• Consulting
• Healthcare

Minimum education

Professional degree

Minimum experience

2+ years

Apply by

Sep 9, 2026

Posting language

English

Working hours

40 hours per week

Seniority

Not Applicable