Senior Technical Analyst | London, UK

Royal Bank of Canada; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Join a leading institution as a Senior Technical Analyst. You will be responsible for delivering top-notch technical support to users across various platforms. This role requires strong problem-solving abilities and the capacity to manage service requests in a fast-paced environment.

Qualifications

• Strong problem identification and troubleshooting skills.
• Proven technical knowledge across IT systems and support.
• Experience in client-facing roles with high customer satisfaction.

Responsibilities

• Provide technical support to enterprise users, including VIPs.
• Manage incidents and service requests through ticket systems.
• Collaborate with global teams and vendors to resolve issues.

Skills

Communication

Problem Solving

Technical Support

Job description

Senior Technical Analyst

Royal Bank of Canada London, United Kingdom

Job Summary

Job Description

What is the opportunity?

A Senior Technical Analyst provides technical assistance, which is similar to that of a Technical Analyst, but with broader technical knowledge and qualifications across all service lines including but not limited to Non-trade, Trade, mobile, Tech bar, VIP and Audio Video systems across all lines of business (LOB) and locations. The Analyst will troubleshoot and resolve hardware, software and network issues ensuring a smooth operation of end user systems. Effective communication and problem-solving skills are crucial in this customer facing role.

What will you do?

• Provide technical support and guidance to enterprise users including Executive users (VIP) related to hardware equipment, software, and all mobile devices.
• Manage service requests and incidents through ticket system accordingly and meeting SLAs.
• Resolves conflicts/issues and escalates others as appropriate.
• Ensure work is carried out within the agreed service levels and in accordance with department guidelines.
• Continuous Service and Performance improvement.
• Work with Global TI towers and vendors.
• Undertake system administration duties.
• On-site in person & remote support.

What do you need to succeed?

Must-have

• Proactively identifies problems and facilitates remediation including root cause.
• Takes ownership of escalations and complex issues, coordinating resolutions and serving as a point of contact.
• Contributes, creates, and maintains policies, procedures, and other operational documents to enhance overall efficiency.
• Provide reports on environment status, identifying any areas of concern and planned actions to improve overall service.
• Leads or participates in IT projects or initiatives to ensure successful delivery within established timelines.
• Initiating and driving initiatives to improve processes, automate, and optimise service delivery.
• Provides guidance and mentorship to junior support staff facilitating knowledge transfer and a collaborative environment.
• Provides feedback to BAS management with respect to success of RBC and objectives.

Nice-to-have

• Excellent Customer Service skills
• Good organisational skills
• Ability to work in a pressured environment without affecting performance.
• Ability to work independently as well as collaboratively within a team.
• Strong servicing skills; high concern and awareness of customer satisfaction
• Possesses proven interpersonal skills; interacts professionally with internal and external contacts.
• Knowledge of Microsoft Operating systems, windows-based applications running on Desktops and Laptops.
• Understanding of ITIL (Incident, Change, Problem etc.)
• Problem identification, troubleshooting and problem-solving skills and experience.

What is 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, flexible benefits and competitive compensation
• Leaders who support your development through coaching and managing opportunities
• Opportunities to work with the best in the field
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• A world-class training program in financial services
• Flexible working options fully supported.

Agency Notice

RBC Group does not accept agency resumés. Please do not forward resumés to our employees, nor any other company location. RBC Group only pay fees to agencies where they have entered into a prior agreement to do so and in any event do not pay fees related to unsolicited resumés. Please contact the Recruitment function for additional details.

Job Skills
Audio Video Systems, Audio Video Systems, Communication, Critical Thinking, Customer Support Systems, End Users, Group Problem Solving, Identifying Problems, Information Technology (IT) Projects, Installation Support, IT Service Level Management, IT Service Management (ITSM), IT Standards, Knowledge Transfer, Mobile Telephones, Problem Solving, Process Improvements, Remediation, Service Delivery, Strategic Objectives, Taking Initiative, Teamwork, Technical Knowledge, Technical Support, Technical Troubleshooting {+ 1 more}

Additional Job Details

Address:

100 BISHOPSGATE:LONDON

City:

London

Country:

United Kingdom

Work hours/week:

35

Employment Type:

Full time

Platform:

TECHNOLOGY AND OPERATIONS

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-05-23

Application Deadline:

2025-06-02
Note : Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

I nclusion 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.

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