Job Description

Candidate Profile Details:

• Degree/Certifications Required: Post secondary, CompTIA A+ certification (asset)
• Years of Overall Experience: 2-4 years of experience
• Preferred Candidate Background: technical support background, banking or financial institution is preferred
• How will performance be measured: surveys, how long it takes to complete a ticket etc.
• Selling Points of Position (CVP): long-term opportunity or possibility of going FTE, good stepping stone into the bank, exposure to multiple lines of business

Summary Of Day-To-Day Responsibilities:
Description:

• A single point of contact for onsite technical support and general queries (including hardware, software, e-Messaging, mobile devices, education on Bank technology processes) to Bank Group employees in all lines of business.
• This business operates 100% onsite Mon-Fri covering 7:30am-6:00pm (on rotational shifts) in a team-oriented environment of around 30 front line support representatives across multiple locations in Canada and US.
• Working in collaboration with support teams, the business relies on The Breakroom employee's vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first visit resolution rates.

/ Accountabilities:

• The primary accountability of this position is to provide first-level technical support. Key responsibilities include:

o Provide onsite support to Bank employees and contractors for technical issues involving (but not limited to); applications and software as well as Bank provided devices and hardware.
o Ensure a high level of service delivery in accordance with Bank Framework and policies.
o Educate end users on hardware, software and access request processes.
o Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.
o Ability to troubleshoot, diagnose hardware issues and perform repairs on various types of laptops and desktops.
o Identify trends and opportunities for improvement as well as provide ongoing feedback.
o Identify and escalate wide-impact or potential wide-impacting issues/outages.

• Team members receive in-depth training and shadowing and are measured by in-person evaluation, colleague interaction, first contact resolution, support proficiency and ticketing quality.

Must-Have Hard Skills:

• Strong computing and navigational skills
• Exceptional customer service skills
• Good knowledge of Microsoft 0365 products (Outlook, Word, Excel, OneNote and PowerPoint)
• Experience with Windows 11, MAC, hardware repair

Soft Skills:

• Excellent written and oral communication skills
• A team player who collaborates effectively with peers and other teams
• Someone who has a customer service mentality

Nice-To-Have

• Experience with ticketing systems is an asset (ServiceNow)
• CompTIA A+ certification
• Experience within Office for Mobile, BYOD

Job Details
13701
Contract
6 months
Toronto
39.00 CAD
Recruiter
Recruiter information not available.

Skills Required