Bilingual Technical Support Services Analyst
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Job Description
Join RBC’s Technology Service Desk as a Technical Support Analyst providing support to employees. Handle calls and chats, troubleshoot technical issues, and ensure excellent service delivery.
Responsibilities:
- Monitoring and categorizing incoming calls and chats
- Analyzing frequently asked questions and defining procedures
- Resolve Level 1 technical issues & escalate Level 2 support teams
- Evaluating the efficiency of new tools and utilities, used for service desk services
- Participating in the analysis of client-identified issues or problems which may require changes to procedures, standards, or systems
- Ensuring employees receive excellent support during their engagement
- Ability to troubleshoot basic troubleshooting issues for Computer hardware, software, mobile devices, printers, telephony, and remote access.
Requirements:
- Bilingualism (English and French) required
- Excellent communication skills both oral and written
- Previous Customer Service Experience
- Strong analytical and technical disposition
- Good understanding on Computer Operating systems and Microsoft Office applications
- Nice to have: Microsoft certifications, knowledge of ServiceNow, Software Center, VPN and RSA experience/knowledge
Benefits:
- A comprehensive Total Rewards Program including bonuses and flexible benefits
- Competitive compensation
- Professional development opportunities
- Work in a dynamic, collaborative, progressive, and high-performing team
- A world-class training program in financial services
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