JOB DESCRIPTION

You'll be joining the banks Employee Technology Services team as a Help Desk Agent, providing first level support with technology products or applications. You'll resolve escalated client needs (internal) through service desk from multiple lines of businesses related to infrastructure or applications; resolve and/or further escalate one or more products or services, while providing on-call support. You will interpret information received from first level of response when issues are escalated, identify gaps in existing problem resolution process to improve operational efficiencies, and determine solutions outside set procedure when a set procedure is not working and providing high-level expertise for extensive troubleshooting. This is a 12 month contract, remote. One of the two position will be dedicated to night, shift start at 11PM until 7AM. The second role will be primarily working on days but can expect to be swap to an evening or overnight position to cover vacationbsences.

REQUIRED SKILLS AND EXPERIENCE

Bilingual in English / French Some prior technical/help desk experience (1+ year experience) in Windows OS environment

You have strong knowledge of first and second level support; ability to multi-task and make sound judgments in a fast-paced, high stress environment;

Experience with Microsoft application software (Word, Excel, Outlook, etc.)

Strong client-centric mindset. You put our clients first, you engage with purpose to find the right solutions, and you go the extra mile because it's the right thing to do

Familiar with Citrix VPN

Familiar with Windows Hello for business

Post-secondary education Previous experience in banking

NICE TO HAVE SKILLS AND EXPERIENCE

Experience with live chat