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Help Desk Analyst
Ref No.: 18-06094
Location: Scarborough, Ontario
Title: Help Desk Analyst - 27841-1
Location: Toronto
Duration: 6 months
Extension: Possible

Working hours:
Saturday 08:00 – 16:30
Sunday 08:00 – 16:30
Monday 15:30 – 24:00

Tuesday 15:30 – 24:00
Wednesday 15:30 – 24:00

Job Description:
• Deal with non-technical branch staff and 3rd party vendors (NCR, armoured car companies etc.) for ATM network.
• Monitoring for failures and addressing issues in a timely manner.
• Identify and solve problems using existing tools.

• Document all problems.
• Interface with both internal and external support groups.
• There are currently 7 people on the team and they handle 250-300+ calls per day (inbound and outbound).
• • They adhere to very strict SLAs so the person must be able to efficiently resolve issues.
• 100% phone and email contact. Monitoring system is Vision, with Remedy as backend.

Top Skills / Experience:
• Bilingual (French and English)
• 2-4 years of Customer service experience - Excellent customer skills over the phone and must be able to operate in a fast paced team environment.

Nice To Have Skills/Experience:
• Strong knowledge of ATM machines would be a strong asset
• Experienced in Help Desk environments, technical support and following processes.
• Knowledge of monitoring products like ViaTIL, SCOM and Vision would be very helpful but is not required.

Soft Skills:
• Tearm oriented, multi task, can work independently
• Process oriented

College/ University Diploma