Senior Desktop Support Analyst

Senior Desktop Support Analyst

Prime Function:
The Senior Technology Analyst position within Field Services & Forward Deploy has primary responsibility to provide and ensure a high level of customer service and timely delivery of technical services while displaying Corporate Values.

Some Specific Functions Of This Role:
• Focuses on taking leadership for customer/operational support to the business/customers supported by the Department and provides mentoring to the more junior team members
• Responsible for the successful completion of all customer and project requests with all appropriate documentation
• Coaches others to follow the unit's policies and procedures including all process management methodologies (change/problem/project)
• Maintains thorough in-depth knowledge and understanding of a range of products within the supported networking environment with focus on the operating system and its key components (servers, protocols, network infrastructures, etc.)
• Develops and recommends alternatives with clearly defined objectives
• Provides Departmental representation for key initiatives, projects and process mgmt (change/problem)
• Provides leadership in projects/initiatives with a medium to high customer impact

Knowledge & Skills:
• 3 to 5 years working knowledge of LAN/WAN infrastructure, network infrastructure, Branch and desktop environments
• 3 to 5 years working knowledge of desktop hardware/software/network
• Good understanding of all Bank and business processes and methodologies (desktop image standards, network protocols, project/problem/change)
• Technical certifications (MSCE/CNE, etc.) and BA of Computer Science or equivalent

Special Requirements:
• Strong technically with good problem determination skills and ability to use all environmental diagnostic tools
• Good interpersonal and communication skills
• Ability to multi-task and set priorities accordingly
• Provide continuous improvement solutions at both the customer and departmental level
• High customer service focus
• Self managed, able to act independently on behalf of the department with defined objectives/direction; able to display/provide leadership to Junior staff within unit
• On-call 24/7, travelling to out of town locations and off-hours work a requirement

Specific Responsibilities:
• Provide 2nd level desktop support services and incident resolution for Office Connect
• Provide on site/on call technical support for critical processing periods (i.e. Month-end, quarter-end, year-end)
• Ensure desktop, server, and printer network connectivity. Troubleshoot and escalate (BNTS or vendor such as Bell) problems when necessary
• Support and configure peripherals such as Blackberry
• Fulfill local IMACD requests as assigned
• Assist partnering EI support groups when on-site support is required for locally resident hardware/components