Senior Desktop Support Analyst
Senior Desktop Support Analyst
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$ 80000 - 135000
1 Vacancy
Job Description
Job Summary
Job Description
WHAT IS THE OPPORTUNITY
The End User Services team is expanding its role inproviding quality support services to the Business end users and highest-level Executives in a fast-paced financial company. The Executive Services Support role will occasionally require travel for the purpose of supporting customers in varying locations including corporate offices residential offices and remote offices. The role is also responsible for timely triaging of impactful outages and proactive communications with the customers on changes to their environments.
WHAT WILL YOU DO
Deliver high-quality technical support to End users C-Suite executives Business Management and other firm VIPs in a courteous professional and empathic manner.
Field phone calls and emails from customers leveraging ServiceNow to track and manage all issues requests and inquiries.
Troubleshoot and resolve reported firm-related issues including but not limited to Windows 11 Microsoft Office and other productivity applications printing networking telephony and videoconference
Collaborate and contribute on cross-functional enterprise initiatives and manage the effective implementation of assigned deliverables.
Troubleshoot and resolve reported personal technology issues including but not limited to computers laptops mobile phones etc. family/home technology (home network family entertainment and AV)
Understand and evaluate end-users needs and develop creative technical solutions to meet them while keeping in line with firm policies and procedures
WHAT DO YOU NEED TO SUCCEED
Must have:
Undergraduate degree preferable coupled with 5 to 7 years of experience in end user support. 3 years of executive and or VIP support a plus
Strong analytical and problem-solving skills are a must as well as the ability to work well independently.
Comprehensive knowledge of Windows-based desktops and the key Firm applications (i.e. Microsoft Office Suite Adobe Reader Internet browsers Bloomberg etc.)
A strong understanding of technology and/or financial services industry.
Knowledge of Active Directory Exchange Citrix Okta SSO RSA MFA ServiceNow remote assist tools and application delivery systems.
Nice-to-have:
Ability to facilitate between and influence key decision makers
Strategic thinker with excellent interpersonal skills to work across functions and businesses
Whats 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
Flexible work/life balance options
Opportunities to do challenging work.
Opportunities to take on progressively greater accountabilities.
Access to a variety of job opportunities across business
The good-faith expected salary range for the above position is $80000 - $135000 depending on factors including but not limited to the candidates experience skills registration status; market conditions; and business salary range does not include other elements of total compensation including a discretionary bonus and benefits such as a 401(k) program with company-matching contributions; health dental vision life and disability insurance; and paid time-off plan.
RBCs compensation philosophy and principles recognize the importance of a highly qualified global workforce and plays a critical role in attracting engaging and retaining talent that:
Drives RBCs high performance culture
Enables collective achievement of our strategic goals
Generates sustainable shareholder returns and above market shareholder value
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Job Skills
Critical Thinking Customer Support Systems Group Problem Solving Installation Support IT Service Level Management IT Service Management (ITSM) IT Standards Technical TroubleshootingAdditional Job Details
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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Inclusion and Equal Opportunity Employment
At RBC we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best effectively collaborate drive innovation and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect belonging and opportunity for all.
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Required Experience:
Senior IC
Employment Type
Full-Time
