Desktop Support Analyst

2 weeks ago

Toronto, Canada Royal Bank of Canada Full time

**Come Work with Us**

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

**Job Title**

Desktop Support Analyst

PURPOSE
- Primary focus area for this position is computer hardware (desktop, laptop, mobile) and software issues. Acts as higher-level escalation channel for other, lower level support teams.
- Provides support via telephone, written correspondence, and electronic media for more complex technical issues and diagnoses problems through discussion with users.
- Work is focused on proprietary products that are designed specifically for designated Business Lines, enterprise wide projects, researching new technologies as well as support of legacy infrastructure.

PRINCIPAL RESPONSIBILITIES
- Troubleshoot end user support requests pertaining to the installation and support of hardware and software. End result should be full resolution of the issue or escalation to higher-level resource.* (60%)
- Acknowledging lower-level troubleshooting steps and being able to add a higher degree of understanding and potential solutions. Again, a full and lasting solution should be the outcome.* (20%)
- Ensure the successful delivery of DSS projects and initiatives (20%)

JOB SPECIFICATIONS AND QUALIFICATIONS

**Basic Qualifications**:

- High School diploma or GED
- 1 - 2 years of experience working in a service desk environment
- 2 - 3 years of experience in a customer service related position
- “Hands on” experience in hardware or software installation and break/fix solutions

**Other Required Qualifications**:

- Can be independent in researching issues, but knows when to ask the team for help
- Good communication approach, both written and spoken
- Technically minded and can converse on technical topics

**Preferred Qualifications**:

- CompTIA A+ certification
- MCP certification (focus on Windows 7 and 10) - this gives increased knowledge of infrastructure
- Knowledge of HPSM9 - this is our primary ticketing system
- Knowledge of ServiceNow - used for asset management, hardware/software orders
- DNS/DHCP - needed to troubleshoot connectivity issues on computers/network

AUTHORITIES, IMPACT, RISK
- Local administrator on end user computers, authorized for installs and testing for solutions
- Recommends solutions to reduce downtime for end users. Direct dollar impact if solution is delayed
- Scope of job covers GTI infrastructure needs, as it relates to business line support (PCG, T&CS, Corp)

KEY RELATIONSHIPS
- Daily interactions with GTI Infrastructure team, to include escalation exchange with the Service Desk, Tier 2, Host Services, App/Dev team, InfoSec, etc. These relationships are required to further investigate solutions
- Project resourcing may require this position to be included on project teams, reporting to other management personnel

WORKING CONDITIONS
- Able to lift upwards of 50lbs with assistance
- Sitting primarily during the day, but has frequent visits to other teams
- Good lighting, phone service, HVAC
- Low noise area and open cubes
- Position will require some travel and on call time as needed

**Job Summary**

Provides technical support on IT-related activities to network systems security. Applies complete knowledge, skills, and practices to perform assignments.

**Address**:
TORONTO, Ontario, Canada

**City**:
CAN-ON-TORONTO

**Country**:
Canada

**Work hours/week**:
37.5

**Employment Type**:
Full time

**Platform**:
Technology and Operations

**Job Type**:
Regular

**Pay Type**:
Salaried

**Posted Date**:
2023-01-11-08:00

**Application Deadline**:
2023-01-31-08:00

**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.

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