What is the opportunity?
A Senior Service Desk Analyst in conjunction with more junior Service Desk Analysts, acts as the first point of contact for customer interactions dealing with technical issues.
Resolves more advanced technical issues via telephone or written correspondence via email or other electronic media while working in the established ticketing system. Works collaboratively with teammates and other technical support teams.
The Senior Service Desk Analyst will be required to adhere to SLAs, troubleshoot technical issues, have efficient IT documentation skills, handle interaction resolution and escalation, and provide a high level of customer support while working in this highly visible position. What you will do?Acts as a technical mentor to junior staff, educating on issue resolution techniques.Demonstrate thorough effective listening to identify customer technical needs, provide technical assistance and appropriate solutions through the effective use of Knowledge Base and escalation procedures; Demonstrated professionalism in verbal and written communication skills.Ensure client's queries and concerns are resolved in a prompt, helpful and professional manner; ensures customer satisfaction by responding to and troubleshooting customer technical concerns by being a single-point-contact.Ensures timely escalation of customer problems, following up with escalation partners and providing status updates to customer as appropriate.Escalation point for junior desk analysts, able to advise on customer issues at a higher level; demonstrate commitment to first call resolution by taking ownership and accountability of reported incidents as first point of contact to put clients first when collaborating as partners.Ability to troubleshoot more advanced technical issues dealing with computer hardware, software, mobile devices, remote access, printers, and telephony while ensuring proper documentation for each issue and resolutions via Service Desk ticketing tools for tracking, escalations, Call Back Purposes.Analytical thinking and participation in reviewing Knowledge base by submitting change request to ensure integrity of processes, procedures and eliminating non-value added steps.Demonstrate effective call handling by achieving talk time goals, other not ready modes, post call processing, monitoring/readiness for incoming calls, first call resolution, customer satisfaction, and prompt/detailed documentation. Ability of multitasking - technical troubleshooting, documentation via ticketing tool, sharing important information with peers when Larger issues are detected, and monitoring open incidents and ongoing major technical issues; maintains currency and high level of technical skill in field of expertise.What do you need to succeed?Must haveUniversity degree or College diploma in computer science related discipline2 to 4 years working in IT support and/or Service Desk support with phone support expertise Technical understanding of Microsoft Windows technologies, Microsoft Office products, the internet, Remote Access, mobile device platforms (Blackberry, IOS, and Android), printers, IP telephony, and technical ticketing platformsNice to haveITIL v3: Foundations, Operational Support & Analysis, Technical Certification in an IT area 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 applicableLeaders who support your development through coaching and managing opportunitiesAbility to make a difference and lasting impactWork in a dynamic, collaborative, progressive, and high-performing teamA world-class training program in financial servicesFlexible work/life balance optionsOpportunities to do challenging workOpportunities to take on progressively greater accountabilities Opportunities to building close relationships with clientsAccess to a variety of job opportunities across business and geographiesAbout RBC
Royal Bank of Canada is Canada's largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America's leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, please visit rbc.com. Inclusion and Equal Opportunity Employment
RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.JOB SUMMARY City:
120 Western ParkwayWork Hours/Week:
Experienced Hire/ProfessionalPay Type:
Salary + Variable BonusPosition Level:
PL09 Required Travel(%):