Tech Support Service Analyst - Toronto, Canada - Royal Bank of Canada

Royal Bank of Canada

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Summary
Join RBC's Technology Service Desk as we continuously deliver superior service to our operational businesses throughout the enterprise. We continue to modernize operational our support services processes by delivering enterprise solutions. We are seeking talented & adaptable Tech Support Analysts supporting RBC employees with their technical needs. You will be working in a fast-paced environment answering calls and chats.

Initial training will be carried out over a two-week period in which you will need to be available during the day Monday - Friday.

What will you do ?

Monitoring and categorizing incoming calls and chats analyzing frequentlyasked questions and defining procedures.
Tech Support Services analysts are the first point of contact for internal employees supporting their technical needs
Resolve Level 1 technical issues & escalate Level 2 support teams.
Evaluating the efficiency of new tools and utilities, used for service desk services.
Participating in the analysis of clientidentified issues or problems which may require changes to procedures, standards or systems.
Ensuring employees receive excellent support during their engagement.
Ability to troubleshoot basic troubleshooting issues for Computer hardware, software, mobile devices, printers, telephony and remote access.
Will be supporting employees by Chat and Calls.

Work environment

This is a Work From Home position.
Our desk is open 365 days a year, 24 hours a day, including Statutory Holidays.
Must be able to work 20 hours a week, days, nights and weekends.
Require a quiet and secure space within your home to perform your role
Strong Internet/Wifi connection required

What do you need to succeed?

Must have

Excellent communication skills both verbal and written are required. Must demonstrate professionalism along with an upbeat cheerful pleasant manner.
Previous Customer Service Experience
Strong analytical and technical disposition
Client first mindset

Nice to have

Microsoft certifications
Knowledge of ServiceNow, Software Center
VPN and RSA experience/knowledge

What's in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper.

We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and highperforming team
A worldclass training program in financial services
Flexible work/life balance options
Opportunities to do challenging work

LI-Hybrid

TechPJ

Job Skills
Critical Thinking, Customer Service Management, Help Desk Support, Installation Support, IT Standards, Problem Solving, Requirements Analysis, Technical Troubleshooting, Time Management

Additional Job Details

Address:

RBC CENTRE, 155

WELLINGTON ST W:

TORONTO

City:

TORONTO

Country:

Canada

Work hours/week:

20

Employment Type:

Part time

Platform:

Technology and Operations

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

Application Deadline:

Inclusion
and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth.

We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work.

We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

Join our Talent Community
Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.