Senior Systems Quality Analyst
TELUS
AWSAzureCloudGoogle Cloud Platform
Tech Support Services Analyst
RBC
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- Monitoring and categorizing incoming calls and chats
- Analyzing frequently-asked questions and defining procedures
- Supporting internal employees with technical needs
- Resolving Level 1 technical issues
- Escalating to Level 2 support teams
- Evaluating the efficiency of new tools and utilities for service desk services
- Participating in the analysis of client-identified issues or problems
- Ensuring employees receive excellent support during their engagement
- Basic troubleshooting for Computer hardware, software, mobile devices, printers, telephony and remote access
Requirements
- Excellent communication skills both oral and written
- Previous Customer Service Experience
- Strong analytical and technical disposition
- Client first mindset
- Good understanding on Computer Operating systems and Microsoft Office applications
- Nice to have: Bi-lingual
- Previous Service Desk Experience
- Microsoft certifications
- Knowledge of ServiceNow, Software Center VPN and RSA experience/knowledge
Benefits
- A comprehensive Total Rewards Program including bonuses and flexible benefits
- Competitive compensation
- Commissions
- Stock where applicable
- Leaders who support your development through coaching and managing opportunities
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to do challenging work
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingcomputer hardwaresoftwaremobile devicesprinterstelephonyremote accessMicrosoft OfficeServiceNowVPN
Soft skills
communication skillsanalytical skillsclient first mindsetcustomer service experiencetechnical disposition
Certifications
Microsoft certifications
