Technical Help Desk Analyst (Level 1) - Tangerine

 
Requisition ID: #
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!
The team:
Tangerine Bank’s IT department is responsible for managing the technology and computer infrastructure that drives its business systems. This department 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.
Our team is responsible for providing a single point of contact for business community user issues, managing incident and response, fulfilling service requests, supporting on/off-boarding, and maintaining a service portal and knowledge base. The foremost mission of the Help Desk is delivering outstanding customer service to the user community.
The role:
Reporting to the Team Lead, Help Desk in Tangerine’s Infrastructure Application Hosting, you are responsible for providing Level 1 technical support to Tangerine’s 2,000 user community.
In addition, you will champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
We operate in a hybrid work environment. When required, there will be occasions for infrequent onsite work at our North York office location.
Our team has rotational shifts that change monthly. In this role, circumstances may arise where you will need flexibility to work extended working hours in the evenings and/or weekends and Statutory holidays.
Is this role right for you?
-You have a passion for customer service.
-You have a keen attention to detail.
-You thrive when under pressure with multiple tasks.
-You can work in a complex, fast paced and rapidly changing business environment and handle multiple tasks simultaneously in a calm and effective manner.
-You excel at 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.
-You take pride in recognizing trends & patterns in monitored phenomena and foresee future problems; as well as the ongoing evaluation & improvements to processes and procedures.
-You are eager to think out of the box when troubleshooting issues.
-You shine in the ability to document and create self help articles.
 
Do you have the skills that will enable you to succeed in this role?
-You possess excellent communication (verbal/written) skills to convey technical information to both technical peers and business stakeholders. Furthermore, you also have good interpersonal skills to build relationships with internal and external business partners.
-You have at least 2+ years of hands-on technical customer service working experience in supporting desktops, laptops, VDI (virtual machines) and mobile devices.
-You have at least 1+ years of working experience in the use of an ITIL-based service desk solution (e.g., ServiceNow or BMC Helix ITSM or IBM Control Desk/Smart Cloud Control Desk (SCCD), etc…)
-You have at least 1+ years of working experience in adjusting system settings & user configurations with Windows 10 OS.
-You have at least 1+ years of working experience in using Active Directory to identify groups & permissions needed for users.
-You have at least 1+ years of working experience in configuring MS Office Suite (MS Word/Excel/PowerPoint/Outlook) & MS Teams.
-You can demonstrate technical knowledge in ITIL v3 processes, such as Incident, Request, Change, Problem and Knowledge Management.
-You can also demonstrate technical knowledge of computer networking concepts (IP addressing and different subnets).
-You possess excellent critical thinking skills and the ability to troubleshoot complex technical issues.
-You can adapt to working in a fast-paced, collaborative team environment.
-You must have attention to detail and a commitment to delivering high-quality results.
-You can demonstrate a consistent track record in continuous learning.
-Completion of a post-secondary education in Computer Science, Engineering or in a related technology-based stream.
 
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 have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
-You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits
.
-You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
-You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.
 
Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)
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.