Help Desk Analyst II
HELP DESK ANALYST II
WHAT IS THE OPPORTUNITY?
Provides quality colleague support to bank departments and appropriate operating units to meet their technology needs. Applies understanding and knowledge of technology products and services to assist colleagues. Recognizes, researches, isolates, and resolves technology issues. Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, repairs, training, and follow-up. Ensures quality customer service.
Technology and Innovation Division
As a member of City National's Technology & Innovation group, you will drive, develop, and maintain solutions for clients and colleagues. This is an exciting time of technology advancement and innovation across the bank, particularly within our technology teams.
WHAT WILL YOU DO?
- Responds to, resolves, tracks, and coordinates all support phone calls, voice mail, CHAT and e-mail inquiries to the Service Desk. Evaluates internal inquiries, Incidents and Service Request
- Provides coordination in the areas of password administration, basic software and hardware, communications, telecommunications, policies and procedures
- Identifies incidents and/or escalates to appropriate area within the Bank, outside vendors, as applicable, for resolution
- Documents, logs and tracks incidents. Ensures efficient response and quality customer service. Adheres to defined Incident Management procedures including escalation/notification through closure
- Fosters and maintains good relationships with colleagues to ensure that processes are integrated to support customer service levels
- Evaluates and resolves telephone, email and CHAT inquiries
- Analyzes moderately complex inquiries and determines appropriate technical area to resolve the problem
- Under general direction, follows established procedures and applies general technical standards and concepts
- Resolves or coordinates Incidents of moderate scope and complexity
- Provides first level phone support and coordination
- Escalates more complex Incidents to the Lead
WHAT DO YOU NEED TO SUCCEED
Must-Have*
- H.S. Diploma or equivalent
- Minimum 3 years' experience working with desktop and server operating systems, including Windows XP required
- Minimum 3 years application support experience with Microsoft applications including Office and Outlook required
- 3 Years customer service experience
- 2 Years of ServiceNow experience
Skills and Knowledge
- AA degree or equivalent trade school certification preferred
- Must have working knowledge and understanding of Windows/MAC operating systems, applications and products utilized by the bank
- Strong knowledge and proficiency in MS Office applications
- Must work autonomously and be a self-starter
- Excellent planning, organizational, interpersonal, and verbal and written communication skills
- Excellent problem solving skills
*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.
ABOUT CITY NATIONAL
We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies.
City National Bank requires all colleagues to be fully vaccinated against COVID-19 to work on-site at any of our locations.