Helpdesk/Technical Support

Finance Professionals Inc.; Toronto; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading financial institution in Downtown Toronto is seeking a Helpdesk/Technical Support specialist. The role involves enhancing client relationships, optimizing processes, and ensuring operational excellence. The successful candidate will work closely with customers, manage technology incidents, and support the bank's cash management services.

Qualifications

• 1-2 years of experience as a Technical Support Analyst.
• Advanced proficiency in MS Office Suite.

Responsibilities

• Champion a high-performance environment to deepen client relationships.
• Manage and curate the existing Concierge knowledge bank.
• Proactively streamline support processes and systems.

Skills

Problem-solving

Education

Degree in Computer Science

Degree in Business Analysis

Tools

MS Office Suite

Confluence

Power BI

Job description

Our client, a leading financial institution in Downtown Toronto, is looking for a Helpdesk/Technical Support specialist to understand the Bank’s risk appetite and risk culture in consideration of day-to-day activities and decisions. The successful candidate will have the opportunity to work with one of the Top 5 Banks in Canada.

Typical Day in Role:

1. Champion a high-performance environment to deepen client relationships, leverage broader Bank relationships, systems, and knowledge, and contribute to an inclusive work environment.
2. Identify, implement, and facilitate improvements to optimize the execution of processes, tasks, analysis, and reporting.
3. Manage and curate the existing Concierge knowledge bank, reflecting the mandate of operational excellence, research compliance, data integrity, and security. This includes assessing and documenting business procedures to ensure completeness and correctness, avoiding any financial impact to both the client and Global Business Payments.
4. Proactively streamline support processes and systems to identify areas for potential improvement via detailed documentation of client/bank processes.
5. Identify training opportunities to enable operations to adopt a more proactive approach in continuous learning of Sr. Tech Analysts, while maintaining organizational integrity aligned with CS&S objectives.
6. Work closely with customers to build relationships by providing support for GBP electronic cash management services. Track resolution of technology incidents impacting customers, including problem determination, raising tickets, and assigning to resolution groups.
7. Participate in rotation to carry an on-call phone approximately 20% of the time to ensure operational support for our 24/7 cash management services.
8. Assist with ongoing GBP initiatives affecting the customer portfolio, such as application migrations and onboarding of new services. Proactively communicate IT&S alerts regarding service disruptions and support team growth by providing feedback and identifying service improvement opportunities.
9. Ensure effective and efficient operations in accordance with the bank’s Values, Code of Conduct, and Global Sales Principles, while maintaining proper controls to meet operational, compliance, AML/ATF/sanctions, and conduct risk obligations.

Must-Have Skills:

• 1-2 years of experience as a Technical Support Analyst in a challenging helpdesk environment.
• Advanced proficiency in MS Office Suite.

Nice-to-Have Skills:

• Experience with Project Management Methodology.
• Knowledge of Cash Management Products.
• Knowledge of Confluence and Power BI reporting.
• Experience with process mapping and creating procedural documents.
• Expert understanding of GBP’s product offerings and services.
• Knowledge of GBP’s onboarding processes and solutions.

Soft Skills:

• Problem-solving skills.

Education:

• A degree in Computer Science or Business Analysis is considered an asset.

We are committed to creating an inclusive environment where all team members and clients feel they belong. We welcome applicants of all abilities and backgrounds, providing an accessible candidate experience. We advocate for diversity regardless of race, color, religion, national origin, sex, disability, or age.