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Information Technology Analyst

1 hour ago

Toronto, Ontario, Canada Soroc Technology Full time

Soroc is looking for an IT Analyst on contract for one of our banking clients in Toronto.

Client : Banking sector

Location: 2-3 days a week onsite at Downtown, Toronto

Duration: 6 months renwable

Rate: $25/hr on T4 or $30/hr on Incorp

Job Overview:

As a IT Administration Analyst, you will join our bank's Technology department to provide support for technology products or applications to new hires as well as existing bank employees.
You will be responsible for provisioning access for our employees across various lines of businesses and provide assistance to end users as a live chat agent.

Must Have Skills/Experience:

Technical Operations & Access Management

  • Hands-on experience with
    technology operations
    , especially
    access provisioning
    ,
    Active Directory
    ,
    ServiceNow
    , and
    Azure
    .
  • Ability to integrate systems, manage user access, and leverage technology to support business objectives.

Troubleshooting & Analytical Support Skills

  • Strong ability to
    analyze and resolve end-user incidents
    , investigate root causes, and understand upstream/downstream impacts.
  • Experience with
    monitoring issues, documenting incidents, escalating when required
    , and recommending long-term solutions to improve user satisfaction.

Customer Service & Communication Skills

  • Proven capability in
    handling live chat and email support
    , managing demanding end users, and providing timely updates.
  • Excellent
    communication, responsiveness, and multitasking
    skills while maintaining professional service standards.

How you'll succeed

  • Leveraging Technology
    – Become a technology expert. Collaborate with other product teams to integrate data and functionality to progress the organizations strategic direction.
  • Access Provisioning & Live Chat: –
    Complete access provisioning tasks in a timely manner while ensuring quality. Acting as the primary point of contact for service requests and delivering excellent service standards and advice to end users for their inquiries, follow-up, and other service-related issues.
  • Team Participation
    – Actively engage with technical, product and business teams. Collaborate with appropriate technology partners to implement solutions.
  • Analysis & Support:
    You have knowledge of and experience with monitoring and investigating common end user problems to assist in providing related resolutions. Makes recommendations for long term solutions with an aim towards increasing end user satisfaction. You can perform analysis of end user identified incidents, problems, and understand the upstream and downstream impact to product workflow.
  • Troubleshooting Skills:
    Analyze, maintain and recommends updates to written documentation on each escalated incident and/or contact; responds to end users; escalates incidents that cannot be resolved to the next level of support as required by documented procedures/policies.
  • Communication & Multitasking Skills:
    Provide quick updates and guidance to end user on service requests. You are highly responsive with short turnaround times and can handle demanding end users. Handling inbound chats and emails in a professional manner.