Tech Support Service Analyst(bilingual)

Job title:

Tech Support Service Analyst(bilingual)

Company

Royal Bank of Canada

Job description

Job SummaryJob DescriptionWhat is the Opportunity?Join RBC’s Technology Service Desk as we continuously deliver superior service to our operational businesses throughout the enterprise. We continue to modernize operational our support services processes by delivering enterprise solutions. We are seeking talented & adaptable Tech Support Analysts supporting RBC employees with their technical needs. You will be working in a fast-paced environment answering calls and chats.Initial training will be carried out over a two-week period in which you will need to be available during the day Mon – Fri.What will you do?Monitoring and categorizing incoming calls and chats analyzing frequently asked questions and defining procedures.Tech Support Services analysts are the first point of contact for internal employees supporting their technical needs – Resolve Level 1 technical issues & Escalate Level 2 support teams.Evaluating the efficiency of new tools and utilities, used for service desk services.Participating in the analysis of client-identified issues or problems which may require changes to procedures, standards, or systems.Ensuring employees receive excellent support during their engagement.Ability to troubleshoot basic troubleshooting issues for Computer hardware, software, mobile devices, printers, telephony, and remote access.Will be supporting employees by Chat and Calls.Hours of Work:This is a Work from Home position.Our desk is open 365 days a year, 24 hours a day. Including Statutory Holidays.Must be able to work 37.5 hrs a week. Days, Nights and Weekends.Require a quiet and secure space within your home to perform your role.Strong Internet/Wifi connection required.What do you need to succeed?Must have:Bilingualism (English and French) required, as you will regularly do business with RBC partners and/or employees across Canada with English and French speaking needs.Excellent communication skills both oral and written.Previous Customer Service Experience.Strong analytical and technical disposition.Client first mindset.Good understanding on Computer Operating systems and Microsoft Office applications.Nice to have:Microsoft certifications.Knowledge of ServiceNow, Software Center.VPN and RSA experience/knowledge.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.A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.Leaders who support your development through coaching and managing opportunities.Ability to make a difference and lasting impact.Work in a dynamic, collaborative, progressive, and high-performing team.A world-class training program in financial services.#LI-POST#LI-HybridJob Skills Critical Thinking, Customer Service Management, Group Problem Solving, Help Desk Support, Installation Support, IT Standards, Requirements Analysis, Technical Troubleshooting, Time ManagementAdditional Job DetailsAddress: 7101 AV DU PARC:MONTRÉALCity: MONTRÉALCountry: CanadaWork hours/week: 37.5Employment Type: Full timePlatform: TECHNOLOGY AND OPERATIONSJob Type: RegularPay Type: SalariedPosted Date: 2024-11-21Application Deadline: 2025-01-22Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date aboveInclusion and Equal Opportunity EmploymentAt 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.We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.Join our Talent CommunityStay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at .

Expected salary

Location

Montreal, QC

Job date

Sat, 23 Nov 2024 07:32:02 GMT

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