Title:  Help Desk Analyst

Requisition ID: 246287

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

Is this role right for you?

• You have a passion for customer service.

• You have a keen attention to detail.

• You thrive when under pressure with multiple tasks.

• You can work in a complex, fast paced and rapidly changing business environment and handle competing tasks in a calm and effective manner.

• You excel at prioritizing, logging, and assigning all monitored incidents to the appropriate teams for resolution and managing escalation processes to ensure efficient, timely, high-quality support is provided in response to system issues.

• You take pride in recognizing trends & patterns in monitored phenomena and collaborate well with team members to identify trends; as well as the ongoing evaluation & improvements to processes and procedures.

• You are eager to think out of the box when troubleshooting issues & in providing guidance to end users.

• You shine in the ability to document and create self-help articles.

Do you have the skills that will enable you to succeed in this role?

• You possess excellent communication (verbal/written) skills to convey technical information to both technical peers and business stakeholders. Furthermore, you also have good interpersonal skills to build relationships with internal and external business partners.

• You have at least 2+ years of hands-on technical customer service working experience in supporting desktops, laptops, VDI (virtual machines) and mobile devices.

• You have at least 1+ years of working experience in the use of an ITIL-based service desk solution (e.g., ServiceNow or BMC Helix ITSM or IBM Control Desk/Smart Cloud Control Desk [SCCD], etc…)

• You have at least 1+ years of working experience in adjusting system settings & user configurations with Windows 10 OS.

• You have at least 1+ years of working experience in using Active Directory to identify groups & permissions needed for users.

• You have at least 1+ years of working experience in configuring MS Office Suite (MS Word/Excel/PowerPoint/Outlook) & MS Teams.

• You can demonstrate technical knowledge in ITIL v3 processes, such as Incident, Request, Change, Problem and Knowledge Management.

• You can also demonstrate technical knowledge of computer networking concepts (IP addressing and different subnets).

• You possess excellent critical thinking skills and the ability to troubleshoot complex technical issues.

• You can adapt to working in a fast-paced, collaborative team environment.

• You must have attention to detail and a commitment to delivering high-quality results.

• You can demonstrate a consistent track record in continuous learning.

• Completion of a post-secondary education in Computer Science, Engineering or in a related technology-based stream.

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.  
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s):  Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.