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Job title: Service Desk Analyst
Company: Bank of Canada
Job description: Service Desk Analyst
Take a central role
The Bank of Canada has a vision to be “a leading central bank—dynamic, engaged and trusted—committed to a better Canada.” No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in a diverse and inclusive organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in an environment where we are reinventing central banking, renewing ways of doing business and reinforcing a culture of innovation.
Find out more about the next steps in our .
What you will do
The Bank of Canada is currently seeking a Service Desk Analyst to join the Information Technology Services Department. This team is responsible for the ongoing support and maintenance of the Bank’s information technology infrastructure, while focusing on the precise execution and delivery of all processes and services to ensure business value for clients and users in a consistent, reliable and repeatable manner.
As a Service Desk Analyst, you provide bilingual first-level support on technical issues by telephone and email to internal Bank of Canada clients. The successful candidate is self-motivated and possesses excellent analytical problem-solving, typing and customer-service skills.
As a Service Desk Analyst, you will:
- provide first-level investigation and diagnosis for hardware and software issues
- log all user interactions (incoming and outgoing) into our call-management system
- establish a course of action to correct issues, providing information to user
- install, move or set up, and provide ongoing support and troubleshooting assistance to all staff regarding computer (desktop, laptop and/or peripherals)
- provide deskside support for calls that cannot be resolved over the telephone or via remote management
- deliver the highest quality of customer service to the users within service levels
- participate in the creation and ongoing maintenance of a knowledge base on technical issues
What you need to succeed
- experience with in-depth telephone troubleshooting
- Microsoft knowledge and experience in desktop and Office tool support
- ability to work under pressure
- availability to work any 8-hour shift during the hours of 07:00 to 17:00, Monday to Friday
Nice-to-have
- recent work experience in an information technology service desk, operational environment
- familiarity with Information Technology Infrastructure Library (ITIL)
- professional designation, such as Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Professional (MCP), A+
Your education and experience
The position requires a college diploma or university degree in a technology-related field and a minimum of one year of relevant IT experience or an equivalent combination of education and experience may be considered.
What you need to know
- Language requirement: English and French essential (bilingual) with a minimum starting level of functional (level 4) in second official language. Training may be provided to help reach the required level of fully functional (level 5) in second official language.
- Priority will be given to Canadian citizens and permanent residents
- Security level required: Secret
- You will work remotely from any location within Canada while the Bank operates under mandatory telework. Flexibility for remote work for the duration of the term may be granted.
- There will be no relocation assistance provided
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
- In response to the COVID-19 pandemic and further to public health guidelines, preventative measures are being taken to ensure health and safety during the recruitment process. All interviews are conducted virtually.
We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.
What you can expect from us
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key benefits please visit .
- Salaries are based on qualifications and experience and typically range from $63,436 to $74,630 (job grade 14)
- Depending on performance, you may be eligible for performance pay for successfully meeting (5 to 7% of your base salary) or for exceeding expectations (10% of your base salary). Exceptional performers who far exceed expectations may be eligible for higher performance pay.
- Flexible and comprehensive benefits so you can choose the level of health and dental coverage that meets your needs
- Extra vacation days (up to five each year) that you can purchase to add to your vacation entitlement
- Option to join the indexed, defined-benefit pension plan after 24 consecutive months of service
We strive to make our policies, programs and workplace more inclusive, respectful and barrier-free. We encourage applications from women, Indigenous peoples, veterans, persons with disabilities, members of visible minorities and persons of all races, ethnic origins, religions, abilities, sexual orientations, and gender identities and expressions. #LI-POST
Expected salary: $63436 – 74630 per year
Location: Ottawa, ON
Job date: Tue, 24 Aug 2021 22:31:25 GMT
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