Tech Support Services 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**

Tech Support Services Analyst

**WHAT IS THE OPPORTUNITY?**

RBC offers exciting roles as Tech Support Analysts. This role will be the first point of contact for RBC Employee interactions dealing with technical issues.

You will resolve basic technical issues via telephone, chat or other electronic media while working with the Support Services ticketing system. You will collaboratively with teammates and other technical support teams. As a Support Services Analyst you will be required to adhere to SLAs, troubleshoot technical issues, have efficient IT documentation skills, handle interaction resolution and escalation, and provide a high level of customer support while working in this highly visible position.

**WHAT WILL YOU DO?**
- Resolve technical issues that the caller is experiencing using chat or calls.
- Accurately escalate to Level 2 support teams.
- Ability to troubleshoot basic troubleshooting issues for Computer hardware, software, mobile devices, printers, telephony and remote access.
- Excellent communication skills both verbal and written are required. Must demonstrate professionalism along with an upbeat cheerful pleasant manner.
- Must be available to work on a desk that is open 365 days a year, including Statutory Holidays. Shifts may vary depending on availability
- This is a Work from Home position.

**What do you need to succeed?**

**Must have**
- Excellent communication skills both oral and written
- Previous Customer Service Experience
- Strong analytical and technical disposition
- Technical understanding of Microsoft Windows technologies, Microsoft Office products, the internet, Remote Access, mobile device platforms (IOS, and Android), printers, IP telephony, and technical ticketing platforms

**Nice to have**
- Previous Service Desk Experience
- VPN and RSA experience/knowledge
- University Degree or College Diploma, Certifications

**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.
- Leaders who support your development through coaching and managing opportunities
- Work in a dynamic, collaborative, progressive, and high-performing team
- Flexible work/life balance options
- Opportunities to do challenging work
- Opportunities to take on progressively greater accountabilities
- Opportunities to career path into other RBC roles over time
- Hardware provided to perform your role to work from home

**Job Summary**

**Address**:
TORONTO, Ontario, Canada

**City**:
CAN-ON-TORONTO

**Country**:
Canada

**Work hours/week**:
0

**Employment Type**:
Part time

**Platform**:
Technology and Operations

**Job Type**:
Casual

**Pay Type**:
Salaried

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

**Application Deadline**:
2023-01-12-08:00

**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.

**Join our Talent Community**

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