Deskside Support Analyst

What is the Opportunity?

Provides technical support on IT-related activities to network systems security. Applies complete knowledge, skills, and practices to perform assignments.

What will you do?

• Provide technical support for RBC employees across all lines of business on various platforms (desktop, laptop, mobile, virtual) for both hardware and software.

• Responsible for Incident Management, Change Management and escalation process flow for desktop environment, including telephony (including Contact Centre Technology) within support process guidelines.

• Provide technical support to RBC internal clients via phone, email, Webex, and in-person onsite visits at a DSS Managed site location.

• Manage client expectations and provide a high level of customer service in daily client interactions.

• Participate in developing and documenting process improvement/re-engineering initiatives for administration, maintenance, and management of environments. (i.e., sharing best practices)

• Perform activity reporting against system status (daily), activity record completion, project status and severity one advisories.

• Take leadership role for all related implementation activities for specific sites - coordinating both internal and external partners.

• Manage personal workload and prioritize tasks.

• Manage personal skills development, career development and participate in cross-training initiatives. Comply with Personal Performance Documentation activities/business requirements.

• Participates in 7/24 work arrangements as required to support DSS activities (including technology implementation/testing/upgrades required on off hours or weekends)

• Travel to other DSS Managed Sites across the GTA may be required.

• Strengthen relationships with our business and service partners so needs are understood and the right innovative solutions and services are delivered.

What do you need to succeed?

Must Have

• A+ Certification, Network + certification, Windows 10 Certification, and/or equivalent work experience.

• Strong understanding of technology and concepts including Domain/IP infrastructure and all supported desktop and server operating systems.

• Leadership acumen and a passion to apply it in a dynamic business environment.

• Excellent interpersonal and highly developed communication skills (verbal and written)

• Creative and analytical thinker who is self-driven and capable of working in a fast-paced 7/24 work arrangement environment.

• Ability to travel to various bank locations across the region.

Nice to Have

• Experience or understanding of web technologies, frameworks, middleware technologies, and/or design techniques and tools.

• Experience or understanding of programming languages, databases, platforms, and/or code management tooling.

• Ability to hand-code all components.

• Knowledge of domains, IP infrastructure, server operating systems, and domain registration standards, as well as an understanding of IT Standards, Methodologies, CMM, and audit requirements.

What's 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

Job Skills

Additional Job Details

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.