Help Desk Analyst

Job Overview

Help Desk Analyst role uisition .

Tangerine is Canada’s leading direct bank offering flexible and accessible banking options. We focus on empowering employees and making a difference in communities.

• You have a passion for customer service.
• You have a keen attention to detail.
• You thrive when under pressure with multiple tasks.
• You can work in a complex, fast‑paced, rapidly changing business environment and handle competing tasks calmly.
• You excel at prioritizing, logging, and assigning all monitored incidents to the appropriate teams, managing escalation processes, and ensuring timely, high‑quality support.
• You take pride in recognizing trends and collaborate to identify improvements to processes and procedures.
• You are eager to think out of the box when troubleshooting issues and providing guidance to end users.
• You shine in documenting and creating self‑help articles.

• Excellent communication (verbal/written) skills to convey technical information to peers and stakeholders.
• At least 2+ years of hands‑on technical customer service supporting desktops, laptops, VDI, and mobile devices.
• At least 1+ year of working experience with an ITIL‑based service desk solution (e.g., Service Now, BMC Helix ITSM, IBM Control Desk, SCCD).
• At least 1+ year of experience adjusting system settings and user configurations with Windows 10 OS.
• At least 1+ year of experience using Active Directory for groups and permissions.
• At least 1+ year of experience configuring MS Office Suite and MS Teams.
• Knowledge of ITIL v3 processes (Incident, Request, Change, Problem, Knowledge Management).
• Knowledge of computer networking concepts (IP addressing, subnets).
• Excellent critical thinking and troubleshooting skills.
• Ability to work in a fast‑paced, collaborative team environment.
• Attention to detail and commitment to high‑quality results.
• Consistent track record of continuous learning.
• Post‑secondary education in Computer Science, Engineering, or related technology stream.

• Diversity, Equity, Inclusion & Allyship – inclusive culture with Employee Resource Groups.
• Accessibility and Workplace Accommodations – commitment to inclusive and accessible environment.
• Upskilling through online courses, cross‑functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal/sick days and benefits from day one.
• Community Engagement – opportunities for community engagement & belonging through various programs.

• Seniority level:
  Associate
• Employment type:
  
  Full‑time
• Job function:
  Information Technology
• Industry: Banking
• Location:
  
  Toronto, Ontario, Canada