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Service Desk Analyst Jobs
Company | Bank of Canada |
Address | Ottawa, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Banking |
Expires | 2023-08-25 |
Posted at | 9 months ago |
Take a central role
- Participate in the creation and ongoing maintenance of a knowledge base on technical issues
- Provide first-level investigation and diagnosis for hardware and software issues
- Deliver the highest quality of customer service to the users within service levels
- Establish a course of action to correct issues, providing information to user
- Install, move or set up, and provide ongoing support and troubleshooting assistance to all staff regarding computer (desktop, laptop and/or peripherals)
- Log all user interactions (incoming and outgoing) into our call-management system
- Provide deskside support for calls that cannot be resolved over the telephone or via remote management
- Availability to work any 8-hour shift during the hours of 07:00 to 17:00, Monday to Friday
- Microsoft knowledge and experience in desktop and Office tool support
- Experience with in-depth telephone troubleshooting
- Ability to work under pressure
- Familiarity with Information Technology Infrastructure Library (ITIL)
- Professional designation, such as Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Professional (MCP), A+
- Recent work experience in an information technology service desk, operational environment
- Experience creating documentation, training materials
- End user training experience
- Experience with MS Dynamics CRM, Sharepoint, Azure services
- Relocation assistance may be provided, if required
- Language requirement: English and French essential (bilingual) with a minimum starting level of functional (level 4) in second official language. Training may be provided to help reach the required level of fully functional (level 5) in second official language.
- Priority will be given to Canadian citizens and permanent residents
- Security level required: Be eligible to obtain Reliability
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
- Salaries are based on qualifications and experience and typically range from $66,000 to $77,645 (job grade 14)
- Extra vacation days (up to five each year) that you can purchase to add to your vacation entitlement
- The Bank offers an incentive for successfully meeting expectations at 5 to 7% of your base salary. The Bank offers performance pay for those who exceed expectations (10% of your base salary).. Exceptional performers who far exceed expectations may be eligible for higher performance pay.
- Indexed, defined-benefit pension
- Flexible and comprehensive benefits so you can choose the level of health, dental disability and life and/or accident insurance coverage that meets your needs
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