Analyst - End User Technical Support

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Requisition

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Join our MD IT Service Centre and help us deliver outstanding customer service to support our internal staff’s mission critical and day-to-day business. We are looking for a self-motivated, detail-oriented, dynamic individual able to work independently as well as in a team, in a fast-paced, changing environment.

The Analyst – End User Technical is responsible for handling incoming phone calls, emails and web submissions, receiving, tracking, documenting, resolving or escalating all internal customer identified application and hardware Incidents and Service Requests in an efficient, professional, courteous and prompt manner. While having additional supporting role into Knowledge, Coaching, Training, Peer Support of their team members. Also help the Relationship of the higher tiers of support, knowledge transfer and ticket re-alignment from errors, mishap, forget collect during the SD Redirect process.

Is this role right for you?

• Is the “Single Point of Contact” (SPOC) for BNS and MD Financial Management application users and infrastructure users.
• Configure, maintain, and troubleshoot application software, desktop operating systems, PCs and Macs, as well as their associated peripherals.
• Perform PC hardware diagnostics to identify performance issues or resolve various user issues.
• Desktop network troubleshooting - both wired and wireless to identify and resolve issues.
• Mobile Device troubleshooting and support.
• Actively participates in creation of content, updates and maintains our Knowledge Base.
• Update and maintain internal procedural documentation.
• Accountable to communicate service enhancement suggestions, process improvement ideas, and vendor partner service concerns to the MD IT Service Centre senior staff and leadership.
• Submit Incident Submission and Service Request forms to internal and external teams/vendors.
• Fulfil and complete employee account management and other requests assigned to the MD IT Service Centre.
• Answer “How-to” questions as best of their abilities from application experience and using all knowledge bases.
• Adhere to Incident, Problem, Change, Request Fulfillment and Access Management based on BNS and ITIL best practices.
• Ensure client various incidents are effectively resolved in a timely manner (according to Service Level Agreements (SLA) ) by analyzing the issue and providing guidance.
• Identify and flag patterns and trends and recommend improvements to the business and within Technology & Operations to foster a culture of continuous improvement.
• Review, research/investigate, define and communicate workarounds, prioritize, analyze, recreate, and resolve or escalate tickets.
• Identify or assist in root-cause investigation of an issue and escalate as appropriate to other teams.

Do you have the skills that will enable you to succeed in this role?

• A 2-year college degree (ideally Computer Technology), or equivalent educational or professional experience and/or qualifications.
• A minimum of 2 - 4 years’ experience in a call centre, help desk or service desk is preferred.
• An ITIL best practices background is a significant asset.
• Experience working with an ITSM tool (Service Now) for logging and tracking incidents and request submissions
• Bilingual – English and Canada French
• Strong knowledge and experience with PC workstations, both desktop and laptops
• Strong experience troubleshooting and identifying network, software/hardware and printing problems
• Excellent customer service skills – a strong commitment to service excellence
• Excellent verbal and written communication skills
• Proven problem solving and troubleshooting skills
• High degree of accuracy and attention to detail
• Excellent active listening skills and the ability to present ideas in user-friendly language
• Effective team player and collaborator
• Administrative and organization skills are essential
• Strong desire to learn, adapt and capable of independent learning
• Bilingualism is an asset
• Ability to effectively deal with elevated customer stress and apply…