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Help Desk Analyst - Inter
Ref No.: 18-07256
Location: SCARBOROUGH, Ontario
Job Title: Technical Support Analyst – 28218 -1
Duration: 6 Months
Location: Scarborough

Job Description:

RESPONSIBILITIES INCLUDE (but are not limited to):

• Deal with non-technical banks 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:

• 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

EDUCATION/CERTIFICATIONS:

College/ University Diploma