Helpdesk Analyst - Tangerine

Requisition ID: 178974

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration. Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

Tangerine Information Technology (IT) department manages the technology and computer infrastructure that drives Tangerine’s business systems. This team supports the organization in these critical areas: End-User Technical Support, Desktop Management, Network Management, Voice and Data Communications, Business and Web Applications and Strategic Technical Planning.

Is this role right for you? In this role, you will:

The Help Desk is responsible for providing a single point of contact for business community user issues, managing incident and response, overseeing problem management, fulfilling service requests, maintaining the IT knowledge base and administering enterprise IT Service Management (ITSM) tools. An integral function in overall Help Desk operations, the foremost mission of the Help Desk is delivering outstanding customer service to the user community.

In this role, you will manage Incident and Service Requests including

• Evaluating and preparing FAQs and technical notes for the knowledge base and documentation of processes, procedures, and policies
• Resolving those incidents/service requests when able or escalate as required based on agreed timescales and knowledge
• Prioritizing, logging, and assigning all monitored incidents to the appropriate teams for resolution and managing escalation processes to ensure efficient, timely, high quality support is provided in response to system issues
• Keeping users informed of incident progress and Closing all resolved incidents, requests and other calls
• Proactively communicating information to the client community such as downtime information, critical problems, planned changes, software deployments, etc.
• Recognizing trends and patterns in monitored phenomena and foresee future problems as well as Ongoing evaluation and improvements to processes and procedures
• Tracking of ongoing problems within the IT environment and providing key data statistics and reports as required
• Logging of all relevant incident/service request details, allocating categorization and prioritization codes
• Performance analysis and Proactive troubleshooting for system issues
• Providing first-line investigation and diagnosis

Do you have the skills that will enable you to succeed in this role?

We'd Love To Work With You If You Have

• Building Strong relationships and effectively communicating with clients and team members
• Technical service delivery, support services, or project / program
• Microsoft Office tools (e.g. Visio, Outlook, Word, Excel and PowerPoint)
• Help Desk and Problem Management tools or procedures
• Using IBM-AIX and Wintel Platforms
• Enterprise Monitoring tools and applications
• SQL, Unix or DOS Scripting preferred
• Aggregate communication platform such as SharePoint
• ITIL-based service desk solutions, such as ServiceNow
• Working in a complex, fast paced and rapidly changing business environment and handle multiple tasks simultaneously in a calm and effective manner
• ITIL v3 processes, such as Incident, Request, Change, Problem and Knowledge Management

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.
• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
• Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.

Location(s): Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.