Job Order Detail

Description

The Desktop Support Analyst will join a team that has overall responsibility for desktop support for the Banks staff. This position is responsible for the Banks technical support function and for employees seeking technical desktop assistance either virtually, in-person or via email. The Desktop Support Analyst provides troubleshooting and diagnostic support for all desktop related technology products that are utilized by employees at the Bank.

Key Outcomes and Responsibilities:

Provides customer service and support to employees at the Bank:
- Assists customers seeking technical desktop assistance over the phone or email
- Performs remote troubleshooting through diagnostic techniques and pertinent questions
- Determines the best solution based on the issue and details provided by customers
- Walks the customer through the problem-solving process
- Directs unresolved issues to the next level of support personnel
- Provides accurate information on IT products or services
- Records events and problems and their resolution in logs
- Follows-up and updates customer status and information

Qualifications:

- Successful completion of post-secondary education in the field of computer science or equivalent combination of education and experience
- ITIL Foundations certification would be considered an asset
- 3 years experience as a help desk technician or other customer support role within a Microsoft environment
- Banking and Financial Services experience would be considered an asset
- Advanced knowledge of Microsoft operating systems and Office365
- Comprehensive understanding of computer systems, mobile devices and other technology products

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