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October 3, 2020 at 9:14 pm #865253fuwmillie8561037ParticipantRoyal Bank of Canada Vacancy
Royal Bank of Canada Vacancy
Royal Bank of Canada VacancyTeam Lead Deskside Services SupportRoyal Bank of CanadaFull-time
What is the opportunity?
As the Team Lead Deskside Services Support you will interface with Information Technology and business representatives including IT management, IT technical staff, vendors, and business management. You will communicate effectively team performance, technical issues, and upcoming team changes. In particular, this position will have a key partnership with the Technical Service Desk (TSD) team and will be expected to fully coordinate on customer impact issues and resolution steps. In addition, you will maintain reporting on Deskside Services Support team performance and customer technical resolution trends, to analyze for potential process or technical change.
What will you do?
- Responsible for leading and overseeing the operation of the Deskside Services Support team in Trinidad
- Provide technical support to all company business lines by responding to telephone, electronic media, remote and in person requests for technical issues, assistance, and major incidents
- Drive efficiencies and process improvements through the analysis of metrics, service levels and key performance indicators
- Foster relationships with all jurisdiction and build collaboration across Caribbean and North America teams
- Meet with internal technology teams regularly, to communicate and provide briefings on changes or deployments
- Identify and isolate problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
What do you need to succeed?
- University or College Degree in Computer Science
- 3-5 years of management experience
- 4+ years in IT End User support
- Exceptional oral and written communication skills
- Proven efficiencies and process improvement
- Financial industry desktop support experience
- ITIL v3: Foundations, Operational Support & Analysis
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.
- Opportunity to build a streamlined process across Caribbean support team to align with the Enterprise
- Advantage of working with a dynamic, collaborative, and high performing team where initiative and hard work are recognized and rewarded
- Opportunities to take on progressively greater accountabilities
- Opportunities to building close relationships across business and geographies
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City: Port of Spain
Address: 7-9 St. Clair Avenue, St. Clair
Work Hours/Week: 37.50
Work Environment: Office
Employment Type: Permanent
Career Level: Experienced Hire/Professional
Pay Type: Salaried
Required Travel(%): 26-50
People Manager: Yes
Application Deadline: 10/05/2020
Platform: Personal & Commercial Banking
Team Lead Deskside Services SupportPort Of Spain, Port Of Spain, Trinidad And TobagoApplication Deadline: 10/05/2020
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