Desktop Support Specialist Job ID 47048

BMO Financial Group, is a highly diversified North American financial services institution, ranked as one of the largest banks on the continent, serving 11 million customers.

We are deeply committed to a high performance culture - one that values diversity, continuous learning, a strong incentive and reward for service quality, employee commitment, community involvement and shareholder value.

Job Purpose:
Provides desktop and related technology infrastructure support to the trading floor and investment bankers without disruption to business flow. Responsible for the generation of detailed incident and Problem Ticket information and to provide resolution for critical issues that may impact established service levels.  Verifies the severity code for the problem.  

Job Accountabilities:
- Ability to recognize out-of-scope requests and process as per defined procedures
- Ability to provide first level resolution support
- Track and follow-up outstanding problems, keeping users informed of status and once resolved, confirm with users that resolutions are satisfactory
- Monitor application sent out by email/pager systems and react accordingly to solve or escalate problems

Job Responsibilities:
- Works with team to achieve Help Desk performance goals and increase productivity
- Forwards/assigns problem investigation to appropriate second level support when required
- Rigorously follows a defined staffing schedule to ensure optimal customer service
- Provide hands on training to users on usage of standard technology
- Participates in team projects
- Enforce processes, procedures and policies to improve the production environment

Hours for this position will be from 6:00 am to 3:00 pm.

Knowledge:
 Bachelor's Degree in either Computer Science or a related engineering discipline.
 1-3 years of Helpdesk/Desktop Support experience, preferably in a financial environment.
 In depth knowledge of Windows 2000/XP running on Desktops and Laptops.
 Knowledge and experience with MS Office (Word, Excel, Outlook, PowerPoint), Norton Ghost, IE 6.x, DNS, TCPIP, and DHCP.
 Knowledge of Internet access, firewalls, proxy and various email architecture
 MCSE and A+ certification preferred
 Knowledge of trading floor and marketdata is a plus.

Skills:
 Ability to work independently as well as collaboratively with a team
 Outstanding Customer Service skills
 Strong technical skills (Windows, Outlook, MS Word, Excel)
 Excellent  problem identification, troubleshooting and problem solving skills and experience
 Ability to prioritize, manage multiple tasks and work under pressure
 Ability to identify potential risk and take appropriate action
 Strong organizational skills
 Detail oriented
 Displays high level of commitment; results oriented
 Solid oral and written communication skills
 Strong servicing skills; high concern for customer satisfaction
 Possesses proven interpersonal skills; interacts professionally with internal and external contacts
 Adapts well to change