Production Services Analyst - Technology
B2B Bank is hiring
Posted: 9 months, 1 week ago
Employment type: Full Time
Where: Toronto, Ontario, Canada
The Production Services Analyst (Help Desk) will provide support to end users on a variety of issues. This includes identifying, researching, and resolving technical problems, and responding to telephone calls, emails, service and personnel requests for technical support. In addition, the incumbent will track and monitor issues and ensure a timely resolution. The candidate must have knowledge of commonly-used concepts, practices, and procedures within a system support environment.
Provide technical phone support to a diverse group of clients.
Work with Technical Support to diagnose and resolve problems and issues as required.
Log all calls to the Service Desk maintaining complete documentation of problem cause, impact and resolution.
Prioritize problems, escalate High Priority requests.
Develop an understanding of the business environment and maintain technical knowledge.
Follow-up with clients to ensure resolution is complete and timely.
Dispatch appropriate resources for facilities related requests.
Dispatch technical service for software and hardware problems.
Work with outsourcers system engineers to coordinate the build and deploy desktop images. Qualifications:
University degree and 2 to 3 years of Help Desk work experience. or
College Diploma and 3 to 5 years of Help Desk work experience.
Experience supporting all Windows Clients (XP & 7), MS Office Products is required.
Excellent knowledge of IBM/HP/DELL hardware.
Knowledge of TCP/IP, Ethernet.
Eperience working with Incident, Problem and Change management best practices.
Experience using Service Desk for Ticketing Incidents and Documenting of Service Calls would be an asset.
Experience in supporting client server; terminal emulators and host based systems an asset.
Experience working in an outsourced services and co-location environment an asset.
Ability to effectively translate technical information and procedures to end-users.
Troubleshooting and analytical skills with capacity to accurately identify and assess problems before providing accurate solutions.
Dedication to providing quality customer support to consistently meet customer expectations by providing service beyond expectation.
Excellent interpersonal skills with ability to listen effectively, respond appropriately and maintain mutual comfort level while relating to a diverse group of individuals.
Excellent written and verbal communication skills are required.
Able to remain productive in time-sensitive and fast-paced environment.
Bilingual (English/French) communication skills are an asset.
May be required to work out of normal hours, both weeknights and weekends.
Must be prepared to operate in a fast-paced, challenging work environment.
Working in areas where continual background noise and distractions can occur.
Please apply directly online at https://b2bbank.com/careers/careers-at-b2b-bank.sn
Qualified candidates will be contacted.
No unsolicited Agency referrals please.
We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, sexual orientation, creed, family status, national origin, age and gender.
About the companyCompany profile
B2B Bank is a Schedule I Canadian bank that serves a network of some 22,000 financial professionals across key business verticals including: financial advisors and their dealerships; deposit and mortgage brokers and their firms; mutual fund and insurance manufacturers; MFDA and IIROC members. We offer high-quality products with competitive pricing and exceptional service across all lines of business including investment and RRSP loans, broker deposits, broker mortgages and self-directed and banking accounts. Growth and innovation have defined our company. And today, B2B Bank leads the way in providing integrated financial solutions to the Canadian business community.