Bilingual Technical Support Services Analyst

RBC Technology Service Desk Tech Support Analyst

Join RBC's Technology Service Desk as we continuously deliver superior service to our operational businesses throughout the enterprise. We continue to modernize our support services processes by delivering enterprise solutions. We are seeking talented and adaptable Tech Support Analysts supporting RBC employees with their technical needs. You will be working in a fast-paced environment answering calls and chats.

Initial training will be carried out over a two-week period in which you will need to be available during the day Mon – Fri.

What will you do?

• Monitoring and categorizing incoming calls and chats analyzing frequently asked questions and defining procedures.
• Tech Support Services analysts are the first point of contact for internal employees supporting their technical needs.
• Resolve Level 1 technical issues & escalate Level 2 support teams.
• Evaluating the efficiency of new tools and utilities, used for service desk services.
• Participating in the analysis of client-identified issues or problems which may require changes to procedures, standards, or systems.
• Ensuring employees receive excellent support during their engagement.
• Ability to troubleshoot basic troubleshooting issues for computer hardware, software, mobile devices, printers, telephony, and remote access.
• Will be supporting employees by chat and calls.

Hours of work:

• This is a work from home position.
• Our desk is open 365 days a year, 24 hours a day. Including statutory holidays.
• Must be able to work 37.5 hrs a week. Days or nights.
• Require a quiet and secure space within your home to perform your role.
• Strong Internet/Wifi connection required.

What do you need to succeed?

Must have:

• Bilingualism (English and French) required, as you will regularly do business with RBC partners and/or employees across Canada with English and French speaking needs.
• Excellent communication skills both oral and written.
• Previous customer service experience.
• Strong analytical and technical disposition.
• Client first mindset.
• Good understanding of computer operating systems and Microsoft Office applications.

Nice to have:

• Microsoft certifications.
• Knowledge of ServiceNow, Software Center.
• VPN and RSA experience/knowledge.

What's in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive total rewards program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.
• Leaders who support your development through coaching and managing opportunities.
• Ability to make a difference and lasting impact.
• Work in a dynamic, collaborative, progressive, and high-performing team.
• A world-class training program in financial services.