Tangerine Bank

This job is no longer available.

Help Desk Analyst (12 month contract)

Dec 09, 2018
Competitive
Toronto, Ontario
Entry Level, Early Career

Job Description

DEPARTMENT SUMMARY :

The Information Technology (IT) department manages the technology and computer infrastructure that drives Tangerine's business systems. The IT 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.

ROLE PURPOSE :

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 addition to Help Desk front-line support duties, the Help Desk Analyst will be responsible for seeking out and implementing efficiencies and improvements to Help Desk's procedures. It is expected that the Help Desk Analyst will possess and develop over time a unique overall set of general and specialized skills that will complement the skill set of the entire IT team. The Help Desk Analyst is expected to log, track, and work to resolve system issues that arise. Troubleshooting for incidents that arise and working to proactively resolve issue based on monitored incidents is a key component of this position. Business impact analysis of incidents will play an important role in this process.

This individual should be knowledgeable in Windows environments and exhibit a solid understanding of networks. This individual must be able to clearly communicate to a diverse audience including executives. This position requires dedicated and hardworking individuals. This job requires shift work and the individual will be on a rotating schedule that may include nights, weekends and holidays. The Help Desk Analyst reports directly to the Senior Manager of IT Frontline Support and ITSM Platform.

ROLE ACCOUNTABILITIES:

  • Incident and service request handling including:
    • Logging of all relevant incident/service request details, allocating categorization and prioritization codes.
    • Providing first-line investigation and diagnosis.
    • Resolving those incidents/service requests when able.
    • Escalating incidents/service requests as required base on agreed timescales and knowledge.
    • Keep users informed of incident progress.
    • Closing all resolved incidents, requests and other calls.
    • Initiate proactive measures to demonstrate responsiveness while addressing customer requirements and issues.
  • Ongoing evaluation and improvements to processes and procedures.
  • Ability to recognize trends and patterns in monitored phenomena and foresee future problems.
  • Proactive troubleshooting for system issues.
  • Performance analysis.
  • Provide daily, weekly and monthly key data statistics and reports as required.
  • Prioritizes, logs, and assigns all monitored incidents to the appropriate departments or staff for resolution.
  • Management of escalation processes to ensure efficient, timely, high quality support is provided in response to system issues.
  • Tracking of ongoing problems within the IT environment.
  • Understand and perform business impact analysis for actual and potential issues.
  • Assist in providing efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of user issues.
  • Evaluate and prepare FAQs and technical notes for the knowledge base.
  • Documentation of processes, procedures, and policies.
  • Proactively communicates information to the client community such as downtime information, critical problems, planned changes, software deployments, etc.
  • Handle other duties as assigned by IT Management.
  • Other duties as assigned.

MINIMUM QUALIFICATIONS:

  • Education/Experience
    • University or College Degree or equivalent experience
    • Previous experience with Help Desk and Problem Management tools or procedures.
    • Previous experience with Enterprise Monitoring tools and applications.
    • Previous technical service delivery, support services, or project / program experience
  • Professional Certification
    • Related Microsoft certifications are a plus
  • Specialized Knowledge
    • General understanding of Banking/Financial systems
    • Understanding of ITIL process concepts (Incident, Problem, Request Fulfillment, Change)
  • Technical Skills
    • Competence in computer application processing and operating computer hardware
    • Experience with ITIL v3 processes, such as Incident, Request, Change, Problem and Knowledge Management
    • Working knowledge of aggregate communication platform such as SharePoint
    • Experience with ITIL-based service desk solutions, such as ServiceNow
    • Experience and proven ability in the use of Wintel Platforms
    • Experience with Enterprise Monitoring tools and applications
    • Experience with SQL is a strong asset
    • Experience with UNIX or DOS scripting is a strong asset
    • Experience working with enterprise software products
    • Proficiency with Microsoft Office tools (e.g. Visio, Outlook, Word, Excel and PowerPoint)
    • Proven experience in incident identification, diagnosis, troubleshooting, resolution, and solution implementation
    • Strong analytical and mathematical skills to collect, interpret data and problem solve
    • Strong analytical and problem solving skills
    • Competence in computer application processing and operating computer hardware
  • Abilities
    • Proven ability in the use of IBM-AIX and Wintel Platforms
    • Ability to work independently and in a team environment
    • Ability to work in a complex, fast paced and rapidly changing business environment
    • Ability to demonstrate a high degree of good judgment and initiative in a crisis situation
    • Ability to communication clearly in written and verbal form
    • Ability to handle multiple tasks simultaneously in a calm and effective manner
  • Attributes
    • Strong interpersonal skills to interact with clients and team members
    • Strong organizational skills
    • Good relationship building skills
    • Exceptional interpersonal and customer service skills

WORKING CONDITIONS:

The Help Desk Analyst will be working in a traditional office environment and may be subject to special working conditions as needed by the business. Special working conditions may cover a range of circumstances from regular evening and weekend work, overtime, shift work, working outdoors and/or working with challenging clients.

DIRECT REPORTS:

No.

DISABILITY ACCOMMODATION:

Tangerine will make reasonable accommodations for the known physical or mental disabilities of an otherwise qualified employee or applicant for employment, unless undue hardship to Tangerine would result. Any applicant or employee who requires accommodation in order to perform the essential functions of a job should contact Human Resources or his or her supervisor.

MANAGING RISK:

All members of the Tangerine Team are responsible for managing risk and compliance within their departments. As such, employees should maintain and demonstrate the highest standards of integrity and ethical conduct in accordance with Tangerine policies, guidelines and directions.

Tangerine is an equal opportunity employer.