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Analyst, Service Desk

4 months ago

Montréal, Canada Raymond James Financial Full time

**Analyst, Service Desk**
- 2301490
- At Raymond James, _**_we _**_develop, _**_we _**_collaborate, _**_we _**_decide, _**_we _**_deliver, and _**_we _**_improve together_.

Raymond James Ltd. is Canada’s leading independent investment dealers offering high quality investment products and services to Canadians seeking customized solutions to their wealth management needs.

**_ Analyst, Service Desk_**

**How does the role impact the organization?**

Under the direction of the Service Desk Manager and Team Lead, the Service Desk Analyst is an individual with demonstrated ability to: multitask and take ownership of their work in a team environment while providing superior customer service and support for technology related issues. The Service Desk Analyst makes judgments and recommendations based on analysis and knowledge. Our Service Desk provides support by phone or onsite across geographically distributed locations for Raymond James corporate locations, financial advisors and branches as well as independent agents and associates.

**What is the position responsible for? (5-6 quantifiable points that encompass 70% of the role and leave the rest to imagination)**
- Provide first and second level support for all end-user computing devices including; HP desktops and laptops, as well as HP printers and Microsoft Surface devices;
- Demonstrate sensitivity to the various levels of an individual’s IT knowledge, and business title (including C-suite) throughout the organization while providing both desk side and remote support;
- Understanding of networks and servers, previous exposure to a Windows network environment;
- Triage, resolve, route or escalate incidents and requests via ITSM ticketing system (ServiceNow);
- Ability to comprehend and accurately follow verbal and written technical instructions and scripts;
- Administer user accounts, network shares and print servers via Microsoft Active Directory;
- Ability to lift and move items up to 30lbs such as: desktop/laptop computers, monitors and boxed/unboxed printers etc.;
- Responsible for ongoing upkeep of an organized work environment in storage rooms and work areas;
- Support iOS and Android devices through mobile device management (MDM);
- Flexible to work shifts between the hours of 7:00 am to 8:00 pm (Eastern Standard Time) Monday to Friday, and participate in after-hours support rotation on evenings, weekends and holidays;
- Some local travel to provide onsite technical support and/or assistance to network teams may be required; and
- Other duties as assigned.

**What can you expect from us?**

Our most important investment is in people, Raymond James Ltd offers **flexible workstyles,** a competitive compensation and benefits package. Our benefits range from Health Benefits, RRSP Matching Program, Employee Stock Purchase Plan, Paid Time Off, Volunteer Days, Discretionary Bonuses, Tuition Reimbursement and many more We also support internal promotion and community involvement.

**To qualify for this opportunity you possess**:
**Knowledge of**
- Networks skills related to TCP/IP and LAN/WAN; and
- Industry standard remote support tools.

**Skill in**
- Customer service; and
- Problem solving, multi-tasking, and accountability.

**Ability to**
- Identify, take ownership and hold yourself accountable for results
- Comfortable making decisions through uncertainty and demonstrates awareness of the impact of decision making;
- Identify opportunities for continual improvement
- Builds networks that are diverse in level and function
- Remain adaptable and encourage new perspectives
- Prioritize and manage multiple, sometimes competing priorities, according to business requirements;
- Work within deadlines in a high-volume and demanding environment while maintaining a high level of service and an imperative attention to detail;
- Exercise tact and discretion in the handling of confidential information; and
- Communicate proficiently in French is an asset.

**Educational/Previous Experience Requirements**
- A minimum of 3 years of hands-on experience deploying, and supporting computer hardware and software;
- Experience delivering exceptional customer service in a blended call center/on-site “Service Desk” role; and
- Experience within banking, financial services, or brokerage industries is highly desirable.

**Licenses/Certifications**
- CompTIA A+ or MCITP/MCSE or MCP Certification or equivalent hardware break-fix skillset; and
- ITIL v3.0 or higher (Foundations).

**Job** Technology

**Primary Location** CA-QC-Montreal-Montréal

**Other Locations** CA-BC-Vancouver-Vancouver, CA-ON-Toronto-Toronto

**Organization** IT

**Schedule** Full-time