Technical Service Analyst

3 weeks ago

Vancouver, Canada Royal Bank of Canada Full time

**Job Summary**

**What is the opportunity?**

The Desktop Analyst team is primarily responsibility for the day-to-day operation of the RBC GAM Support Centre being the first point of contact for all internal client technical workstation, systems or server issues.

The Analyst will be responsible for troubleshooting of technology issues, including PC hardware and peripherals, build/rebuild of desktops, and ensuring that client queries are handled in a timely manner, with escalation to 2nd level support as required

**What will you do?**
- Act as to first point of contact for workstation, systems and server issues.
- Ensure support calls, issues and requests are dealt with in an effective and timely manner.
- Troubleshoot technical issues, co-ordinate and implement solutions.
- Work closely with internal end-users to ensure technology needs are met.
- Record all technical issues into incident tracking system.
- Build, deploy and retire client workstations.
- Configure, install, and test hardware and Applications / Operating Systems.
- Create and manage Active Directory accounts, and responsible for telecom (cell phone, Cisco IP telephony) IT area.

**What do you need to succeed?**

**Must have**
- Proficient with Windows 10, Office 2013, Active Directory, Exchange
- Strong team building, problem solving and initiative
- Strong troubleshooting and problem solving skills
- Proven customer service skills, and ability to manage third party vendors
- Strong knowledge of overall hardware and software security best practice
- Ability to work independently with mínimal supervision, as well as part of a closely knit team
- Excellent written and verbal communication skills

**Nice-to-have**
- A degree in information technology or computer science plus one year related experience; or an equivalent combination of education, experience and training.
- Good planning, time management, documentation skills

**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
- Opportunities to do challenging work
- Flexible work/life balance options

**Job Skills**

Critical Thinking, Customer Support Systems, Installation Support, IT Service Level Management, IT Service Management (ITSM), IT Standards, Problem Solving, Technical Troubleshooting

**Additional Job Details**

**Address**:
WATERFRONT CENTRE, 200 BURRARD ST:VANCOUVER

**City**:
VANCOUVER

**Country**:
Canada

**Work hours/week**:
37.5

**Employment Type**:
Full time

**Platform**:
Wealth Management

**Job Type**:
Contract (Fixed Term)

**Pay Type**:
Salaried

**Posted Date**:
2024-02-13

**Application Deadline**:
2024-02-29

**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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