Bilingual Tech Support Service Analyst Full-time Job

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.

 

WHAT WILL YOU DO?

• Monitor and categorize 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.
• Evaluate the efficiency of new tools and utilities, used for service desk services.
• Participate in the analysis of client-identified issues or problems which may require changes to procedures, standards or systems.
• Ensure employees receive excellent support during their engagement.
• Troubleshoot basic troubleshooting issues for Computer hardware, software, mobile devices, printers, telephony and remote access.
• Support employees by Chat and Calls.

What do you need to succeed?

Must have

• Excellent communication skills in both English and French
• 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

• Previous Service Desk Experience
• Microsoft certifications
• Knowledge of ServiceNow, Software Center
• VPN and RSA experience/knowledge

 

Hours of Work:

• Our desk is open 365 days a year, 24 hours a day. Including Statutory Holidays.
• Must be able to work 20 hrs a week. Days, Nights and Weekends.
• Initial training will be carried out over a two-week period during which you will need to be available during the day Mon – Fri.
• This is a Work From Home position.
• Require a quiet and secure space within your home to perform your role
• Strong Internet/Wifi connection required

 

 

Job Skills

Help Desk Services, Help Desk Support, Installation Support, IT Help Desk, Technical Troubleshooting, Ticketing Tool, Time Management

Royal Bank of Canada is a Canadian multinational financial services company and the largest bank in Canada by market capitalization. The bank serves over 20 million clients and has more than 100,000 employees worldwide.