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46002-1 - Int. Help Desk Analyst to support customers of a large banking institution

Job Type: Contract
Positions to fill: 3
Start Date: Dec 12, 2022
Job End Date: Jun 11, 2023
Pay Rate: Hourly: Negotiable
Job ID: 125422
Location: Toronto
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Position Title: Help Desk Analyst
LOB: Treasury Payment Solutions
Length of Contract: 6 months with possible extension 
Location: Remote, however required to be available to work from the office – plan is to move to work from office once a week (Mississauga)
Hours of Operation: call center is open from 7:30am-7:30pm Monday-Friday, 8 hour shifts- for the initial portion of the contract, candidates will likely need to work the 11:30am-7:30pm shift, though this can be changed over time.

Must Have Skills:
• 1-2 years of experience in a similar call center/customer service role fielding similar, user-based issues
• Microsoft Office Suite, particularly Outlook
• Familiarity with ticketing systems (the one used in this role is relatively simple and easy to pick up)
• Experience in FI/banking highly prefferable

Nice-to-Have Skills:
• Knowledge of how to do remote access work is a nice bonus
• Fluency in French is nice to have- note this is not a bilingual help desk role, so this is not necessary for consideration


Daily Responsibilities:
• Provide response to customer questions received via telephone calls, callbacks, emails, and help desk requests.
• Provide technical and production support for TM/FX/CC products and services, including incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
• Assist customers in trouble shooting and resolving issues during deployment and ongoing use of products & services, effectively diagnosing and working through complex problems with a high level of accuracy and with a focus on providing exceptional customer service.
• Promote positive customer relations by consistently providing exceptional customer service and fostering trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions, and diligently searching for solutions when the answer is unknown
• Escalate issues that are beyond the level of expertise through the appropriate channels.
• Maintain up-to-date knowledge and understanding of TPS products, services, processes and relevant legal, regulatory and technology requirements
• Monitor completion of all internal and external operational effectiveness/compliance requirements to manage risk within acceptable limits
• Protect the Bank’s assets by adhering to all applicable regulations, Policies and Procedures, legal and ethical requirements, process requirements, established risk guidelines and regulation requirements.
• Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank Policies & Procedures.