Senior Desktop Support Analyst

Job Summary

Job Description

WHAT IS THE OPPORTUNITY?

The End User Services team is expanding its role in providing quality support services to the Business end users and highest-level Executives in a fast-paced financial company. The Executive Services Support role will occasionally require travel for the purpose of supporting customers in varying locations, including corporate offices, residential offices, and remote offices. The role is also responsible for timely triaging of impactful outages, and proactive communications with the customers on changes to their environments.

WHAT WILL YOU DO?

• Deliver high-quality technical support to End users, C-Suite executives, Business Management, and other firm VIPs in a courteous, professional, and empathic manner.  

• Field phone calls and emails from customers, leveraging ServiceNow to track and manage all issues, requests, and inquiries.

• Troubleshoot and resolve reported firm-related issues, including but not limited to Windows 11, Microsoft Office and other productivity applications, printing, networking, telephony, and videoconference

• Collaborate and contribute on cross-functional enterprise initiatives and manage the effective implementation of assigned deliverables.

• Troubleshoot and resolve reported personal technology issues, including but not limited to computers, laptops, mobile phones, etc., family/home technology (home network, family entertainment and AV)

• Understand and evaluate end-users needs and develop creative technical solutions to meet them, while keeping in line with firm policies and procedures

WHAT DO YOU NEED TO SUCCEED?

Must have:

• Undergraduate degree preferable coupled with 5 to 7 years of experience in end user support. 3 years of executive and or VIP support a plus

• Strong analytical and problem-solving skills are a must as well as the ability to work well independently.

• Comprehensive knowledge of Windows-based desktops and the key Firm applications (i.e. Microsoft Office Suite, Adobe Reader, Internet browsers, Bloomberg, etc.)

• A strong understanding of technology and/or financial services industry.

• Knowledge of Active Directory, Exchange, Citrix, Okta SSO, RSA MFA, ServiceNow, remote assist tools, and application delivery systems.

Nice-to-have:

• Ability to facilitate between and influence key decision makers

• Strategic thinker with excellent interpersonal skills to work across functions and businesses

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

• Opportunities to do challenging work.

• Opportunities to take on progressively greater accountabilities.  

• Access to a variety of job opportunities across business

The good-faith expected salary range for the above position is $80,000 - $135,000 depending on factors including but not limited to the candidate’s experience, skills, registration status; market conditions; and business needs.  This salary range does not include other elements of total compensation, including a discretionary bonus and benefits such as a 401(k) program with company-matching contributions; health, dental, vision, life and disability insurance; and paid time-off plan.

RBC’s compensation philosophy and principles recognize the importance of a highly qualified global workforce and plays a critical role in attracting, engaging and retaining talent that:

·       Drives RBC’s high performance culture

·       Enables collective achievement of our strategic goals

·       Generates sustainable shareholder returns and above market shareholder value

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