Tech Support Service Analyst

2 weeks ago

Montréal, Canada Royal Bank of Canada Full time

**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.

Work schedule: Monday to Friday 10 AM - 6h30 PM EST

**What will you do ?**
- Monitoring and categorizing incoming calls and chats analyzing frequently-asked 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 client-identified 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 37,5h/week, Monday to Friday : 10 AM - 6h30 PM EST
- 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

Bilingualism (English and French) required, as you will regularly do business with partners across Canada

**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 high-performing team
- A world-class training program in financial services
- Flexible work/life balance options

LI-Hybrid

LI-Post

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**:
1 PLACE VILLE MARIE:MONTRÉAL

**City**:
MONTRÉAL

**Country**:
Canada

**Work hours/week**:
37.5

**Employment Type**:
Full time

**Platform**:
Technology and Operations

**Job Type**:
Regular

**Pay Type**:
Salaried

**Posted Date**:
2023-11-14

**Application Deadline**:
2023-11-21

**I**nclusion** 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**

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