Senior IT Support Analyst - Trade Floor Support (London)
Royal Bank of Canada · London, United Kingdom of Great Britain and Northern Ireland ·
- Seniority
- Senior
- Employment
- Full time
- Category
- Support
Job Description
What is the opportunity?
You will be a Senior Technical Analyst providing technical assistance, which is similar to that of a Technical Analyst, but with broader technical knowledge and qualifications across all service lines, including but not limited to, Non-trade, Trade, mobile, Techbar, VIP and Audio Video systems across all lines of business (LOB) and locations.
You will troubleshoot and resolve hardware, software and network issues ensuring a smooth operation of end user systems.
Effective communication and problem-solving skills are crucial in this customer facing role.
Should you be shortlisted, do please let us know if you have any specific requirements for the interview.
This is a permanent, full-time role and requires 4 days in the 100 Bishopsgate, London office.
What will you do?
Provide technical support and guidance to enterprise users including Executive users (VIP) related to hardware equipment, software, and all mobile devices.
Manage service requests and incidents through ticket system accordingly and meeting SLAs.
Resolve conflicts/issues and escalates others as appropriate.
Ensure work is carried out within the agreed service levels and in accordance with department guidelines.
Continuous Service and Performance improvement.
Work with Global TI towers and vendors.
Undertake system administration duties.
On-site in person & remote support.
Participate and awareness in reporting as required on BAS, DSS effectiveness.
Adhere to processes and procedures including creating, updating, improving, and developing.
Bring management attention to inefficient processes and procedures.
Be part of the improving BAS, and DSS components of the client experience
Be aware of RBC strategic direction as well as the direction of related business units.
Promote and abide by RBC, TI, and business line policies to protect the organization from actual or potential harm, bringing attention to the user or management of concerns regarding risks to people, technology, property, or reputation.
Contribute to successful project and task completion by identifying risks and developing and/or recommending mitigation strategies
What do you need to succeed?
Must-have
Knowledge of Microsoft Operating systems, windows based applications running on Desktops and Laptops.
Understanding of ITIL (Incident, Change, Problem etc.)
Good oral and written communication skills.
Problem identification, troubleshooting and problem-solving skills and experience.
Nice-to-have
Understanding of RBC's values and procedures.
What is 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, flexible benefits and competitive compensation
Leaders who support your development through coaching and managing opportunities
Opportunities to work with the best in the field
Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and high-performing team
A world-class training program in financial services.
Agency Notice
RBC Group does not accept agency resumés. Please do not forward resumés to our employees, nor any other company location. RBC Group only pay fees to agencies where they have entered into a prior agreement to do so and in any event do not pay fees related to unsolicited resumés. Please contact the Recruitment function for additional details.
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
Our Employment Opportunities
At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.