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Company | The Citco Group Limited |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-07-09 |
Posted at | 11 months ago |
Description
- Maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate and professional manner
- Verify IT Asset Management (ITAM) records are up to date
- You will diagnose and resolve software and hardware incidents, requests and coordinate/implement scheduled changes, including operating systems, telecoms and enterprise software applications.
- Accurately record, update and document incidents and requests in the Service Desk ticketing system
- Proactively notify Business and IT management of any issues as soon as they’re identified and provide regular updates on proposed solutions
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
- Provide cross organizational support – remote support for other locations
- Provide support and management of physical access and general security of the premises where required
- Assist in BCP planning and testing by ensuring IT hardware and facilities are DR ready
- Complete daily/weekly/monthly IT Health Checks for the local office
- Work after hours as required and be available to participate in an on-call schedule
- Take ownership of issues by carrying out incident analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalate incidents to other support teams where necessary
- Report to Business and IT Management on a periodic basis on IT issues, progress, initiatives, upcoming hardware/software replacements/upgrades and anything else which may impact business operations
- Act as general on-site resource for all IT teams supporting the site
- Create, maintain and publish relevant support documentation in order to assist all users in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
- Demonstrated commitment to continuous improvement and training
- Demonstrate a strong customer orientation and strategic thinking with an entrepreneurial spirit
- Must be able to manage multiple assignments simultaneously and have strong organizational skills; ability to prioritize and oversee multiple initiatives in a fast-paced environment
- Excellent presentation skills and an ability to engage audiences
- Bachelor's Degree or technical qualification prevalent to the position
- You have 3+ years of experience in a similar role.
- Demonstrated understanding of ITIL and Change Management
- Demonstrated analytical and problem management skills
- Excellent communication and interpersonal skills – both written and verbal
- Experience in a collaborative team environment, accepting workload and responsibilities
- Ability to build relationships and work well across functions
- Demonstrate cross-functional expertise and the ability to thrive in a highly complex environment
- Experience in ensuring compliance with industry and local government standards
- Strong verbal and written communication skills
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