National Helpdesk Support Analyst Jobs

Experience with supporting multiple web based applications simultaneously.

Experience working with Microsoft Office suite of tools.

Experience in utilization of any of the following Help Desk software or equivalency:

Experience in user identity verification processes, and maintaining users IDs, passwords and accounts’ permission levels for business applications.

Receive and respond to inquiries related to applications supported by the Help Desk.

Advise inquirers of any resolution to an inquiry.

MUST have recent A+ certification OR demonstrate expert PC support skills

This is a mid-level role for an experienced helpdesk/deployment technician

Work is assigned via ticket queues and verbally by the team manager

Provide studio users with in-person support as well as remote support over Teams

MUST have 3+ recent years of real experience with hands-on PC building and/or Helpdesk during the entire 3-year period

Candidates will be subject to technical screening by IT staff to verify these requirements

Degree in Human Resources Management, Psychology, Economics or other relevant fields (desirable).

Maintain our self-service knowledge base to keep information up to date and relevant for employees.

Generate and analyze HR reporting, drawing useful insights and offering recommendations.

Co-facilitate the governance with stakeholders, present the engagement metrics and offer recommendations for improvement

Outstanding attention to detail, analytical and organisational skills.

Excellent communication skills (written, verbal and interpersonal).

Knowledge of General Ledgers, cash orders or any accounting skills would be asset.

1+ years of experience in a similar customer service-related position

1+ years of experience of phone customer support – preferably within the financial transactions space

Experience probing and identifying customers ask - problem solving an analytical thinking demonstrated in recent project or position.

Knowledge of foreign currency orders (worked for an exchange bureau or currency exchange in the past)

Booking currency rates for customers

ITIL v3 processes, such as Incident, Request, Change, Problem and Knowledge Management

Help Desk and Problem Management tools or procedures

Resolving those incidents/service requests when able or escalate as required based on agreed timescales and knowledge

Evaluating and preparing FAQs and technical notes for the knowledge base and documentation of processes, procedures, and policies

You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.

Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

Follow approved incident, request, access, asset and security management processes

Sustain predictable and reliable call center (Help Line Calls) phone presence while providing a professional and pleasant support call experience.

Strong demonstrable analytical and troubleshooting skills.

No post-secondary work experience required. Suitable for new graduates.

Strong English verbal and written communication skills.

Provide first level support on helpdesk phones

Technical support experience handling scheduling and technical service coordination responsibilities in a fast-paced environment

Knowledge of information technology concepts and terminology

Intermediate knowledge of Microsoft Office (Word, Excel, Outlook)

Receive and triage support requests

Assign work to technical staff and perform scheduling with clients

Handle associated technical documentation and administration