Help Desk Analyst - Jobs in North York, ON

Job Description

Requisition ID: 135014Tangerine 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.Tangerine Information Technology (IT) department manages the technology and computer infrastructure that drives Tangerine’s business systems. This team 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.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.Is this role right for youIn this role, you will manage Incident and Service Requests 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 or escalate as required based on agreed timescales and knowledge
• Keeping users informed of incident progress and Closing all resolved incidents, requests and other calls
• Recognizing trends and patterns in monitored phenomena and foresee future problems as well as Ongoing evaluation and improvements to processes and procedures
• Performance analysis and Proactive troubleshooting for system issues
• 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
• Tracking of ongoing problems within the IT environment and providing key data statistics and reports as required
• Evaluating and preparing FAQs and technical notes for the knowledge base and documentation of processes, procedures, and policies
• Proactively communicating information to the client community such as downtime information, critical problems, planned changes, software deployments, etc.

Do you have the skills that will enable you to succeed in this roleWed love to work with you if you have experience with

• Help Desk and Problem Management tools or procedures
• Enterprise Monitoring tools and applications
• Technical service delivery, support services, or project / program
• ITIL v3 processes, such as Incident, Request, Change, Problem and Knowledge Management
• Aggregate communication platform such as SharePoint
• ITIL-based service desk solutions, such as ServiceNow
• Using IBM-AIX and Wintel Platforms
• SQL, Unix or DOS Scripting preferred
• Microsoft Office tools (e.g. Visio, Outlook, Word, Excel and PowerPoint)
• Working in a complex, fast paced and rapidly changing business environment and handle multiple tasks simultaneously in a calm and effective manner
• Building Strong relationships and effectively communicating with clients and team members

Whats in it for you

• An inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
• Work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
• Opportunity to make a significant impact, as you will contribute to viable solutions to design products and applications that will be used by over 21 million customers globally
• Tools and technology needed to create beautiful customer experiences
• Learning and development – free access to Pluralsight membership to upskill and develop your skills

Location(s): Canada : Ontario : TorontoAt 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.Quick Apply

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