Bilingual Service Desk Analyst

2 weeks ago

Toronto, Canada CI Financial Full time

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.

JOB OVERVIEW

The Bilingual Service Desk Analyst is responsible to provide technology-related support and problem resolution to all employees of CI Financial and its subsidiaries, including Assante and Stonegate financial advisors and branch staff. This individual will support the user's incidents and requests promptly while maintaining a high standard of quality and service. They must work as a member of the team to support one another in brainstorming solutions and may be asked to mentor peers, assist in on boarding new employees, and develop and maintain knowledge articles for the team. This role is Bilingual with a requirement of attending to 10-20% of work in French.

WHAT YOU WILL DO
- Strive for resolution at first contact with mínimal hand-offs as required
- Provide face-to-face service for customers as required on-site at corporate office locations in the Greater Toronto Area
- Deliver a high standard of customer services based on communication, professionalism, timeliness and accuracy of technical information provided
- Log requests, follow up on outstanding items and provide instructions and status updates to users in a clear, professional manner (written and verbal)
- Investigate and resolve issues using internal resources as well as conducting research from sources publicly available
- Determine the scope of user issues and escalate to the applicable team when appropriate following our Incident Management Process
- Prioritize and manage multiple requests based on urgency and scope of the issue
- Assist other teams with desk moves and deployments
- Work as a team and help determine the scope of user issues and escalate to applicable team or manager when appropriate
- Monitor queues and maintain service levels and wait times
- Maintain and promote within the team a high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information provided
- May be asked to assist in handling call escalations from customers when appropriate and escalate to management when necessary
- May be asked to serve as an escalation and consultation point for other End User Support Specialists on the team
- Draft, edit, review and approve internal notifications
- Maintain team knowledge base, ensure internal resources about processes, systems and devices used by the company are up to date
- Represent Service desk and attend meetings when delegated to do so
- Assist with recording metrics and tracking the performance of the team
- Coordination of the ITS "Did You Know" newsletter, ensuring that an edition with a relevant topic is sent out at regularly scheduled intervals.
- Assist Service Desk manager with onboarding and training of new hires
- Assist in planning, development, review and indexing of new materials and programs for training
- Maintain knowledge and help keep internal resources about our Services and Applications up to date
- Share knowledge to the team as it becomes available using the appropriate tools

WHAT YOU WILL BRING

Education/Training
- University degree/college diploma or equivalent in an IT-related discipline.
- A+, Network + and/or ITIL certification

Experience
- Previous experience in a technology-related role
- Previous experience in a customer service role
- Previous experience using a ticketing system to log incidents and service requests

Knowledge, Skills & Abilities
- Written and oral proficiency in French and English.
- Technical and practical knowledge of Windows and iOS operating systems, as well as the MS Office suite of products
- Technical knowledge of end-user hardware including PCs, Apple devices
- Basic knowledge of networking including TCP/IP and Windows
- Understanding of Active Directory and familiarity with managing user access
- Customer service oriented
- Strong written and verbal communication skills
- Excellent problem-solving skills
- Strong interpersonal skills
- Strong organizational skills
- Propensity to learn
- Typing at a medium to fast rate with accuracy
- Ability to manage client expectations by actively listening and communicating in a friendly, professional manner.
- Able to make sound judgments and decisions after a thorough investigation of an incident.
- Ability to prioritize and multi-task several requests in a short period.
- Able to work independently or in a team with mínimal supervision

WORKING CONDITIONS
- Rotating 8.5-hour shift, to cover 7:30 am to 8 pm support window (1 hour lunch)
- Rotating on-site support and remote support while working from home
- Rotating 24 hour on call shift
- May require overtime depending on workload.
- Moderate physical labo

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