Executive, It Support Analyst

Seeing beyond numbersº
At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 3,000 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.
This role sits within LBC Tech, a subsidiary of Laurentian Bank,
Responsibilities
ºPrimary contact for individual technical support for all Executives and Board of Directors members including on-site support availability.
ºManage the relationship between support team and Executives and Board of Directors members to ensure top tier service is maintained while managing expectations
ºOversee and provide guidance for onboarding new Executives and Board members
ºCoordinating response with other support resources to resolve incidents that are beyond the Service Desk's scope or responsibility.
ºEnsure all requests and incidents are resolved within established service level targets.
ºManages all incidents and requests for all employee levels to ensure timely resolution
ºRoot cause analysis for recurring or high-profile incidents
ºCoordinate contributions to self-help knowledge base, including regular reviews for new, updated, or outdated knowledge articles.
ºDocument or update new and existing process and procedures documentation.
ºIdentify, evaluate, promote, and implement customer support best practices.
ºMentor, support, and cross-train other support team members
ºEngages
ºBuilds strong relationships within IT and business partners by working across organizational boundaries to resolve customer incidents and requests.
ºMaintain knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
ºIdentifies and analyzes trends in incidents and requests, and provides feedback to more senior management, if warranted
ºProvide technical phone support to a diverse group of clients.
ºWork with Technical Support to diagnose and resolve problems and issues as required.
ºPrioritize problems, escalate High Priority requests.
ºDevelop an understanding of the business environment and maintain technical knowledge.
ºFollow-up with clients to ensure resolution is complete and timely.
ºDispatch appropriate resources for facilities related requests.
ºDispatch technical service for software and hardware problems.
ºWork with outsourcers system engineers to coordinate the build and deploy desktop images
Qualifications
ºUniversity degree and 3 to 5 years of relevant experience, including end-user support
or
ºCollege Diploma with 4 to 7 years of relevant experience, including end-user support
º Experience supporting all Windows Clients (10), MS Office Products is required.
ºStrong knowledge and experience supporting Android and iOS devices
ºKnowledge of TCP/IP, Ethernet.
ºExcellent knowledge of Dell & Lenovo hardware.
ºExperience working with SCCM, hardware image cloning.
ºExperience in supporting client server; terminal emulators and host based
ºAbility to effectively translate technical information and procedures to end-users.
ºTroubleshooting and analytical skills with capacity to accurately identify and assess problems before providing accurate solutions.
ºDedication to providing quality customer support to consistently meet customer expectations by providing service beyond expectation.
ºExcellent interpersonal skills with ability to listen effectively, respond appropriately and maintain mutual comfort level while relating to a diverse group of individuals.
ºExcellent written and verbal communication skills
ºAble to remain productive in time-sensitive and fast-paced environment.
ºAddition skills / assets:
oService Now application knowledge
oBilingual French & English
oStrong understanding of ITIL principles or ITIL certification
oExperience working in an outsourced services and co-location environment
Additional Information
Equity, Diversity & Inclusion
We are proud to be an equal opportunity employer and are committed to fostering an inclusive and accessible work environment that reflects the diversity of our customers and our communities. We welcome and encourage applications from individuals from all groups, including Indigenous people, women, visible minorities, and persons with disabilities, regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other legally-protected ground.
Accessibility
Accommodations for persons with disabilities are available upon request for job applicants taking part in all aspects of the recruitment process.
PIPEDA
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