Position Id
Toronto ON
Job Type
Contract Full-Time

Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.

Position Overview

Provides technology-based customer service support and conducts first level analysis to resolve end user incidents / issues working with technology groups, to resolve within established timeframes. Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions

What you will achieve in this role:

Ensure change activities are performed on time, minimizing risk to the service/business environment
Monitor resources to ensure availability associated with business applications and technology
Identify, resolve, or escalate service delivery issues and/or complaints
Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery
Maintain proficient knowledge of technology components, applications, clients/customers and business services
Prioritize activities to ensure time invested is appropriate to the availability impact
Provide seamless integration of activities and processes, recognizing system interdependencies
Act as an information source to colleagues, business partners and clients/customers
Ensure prompt and timely updates to service issues, and follow through on outstanding problems
Deliver and maintain accurate reports and documentation
Follow established procedures and standards
Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
Maintain a secure work environment and ensure adherence to notification and escalation processes
Communicate effectively within the team relative to service issues and scheduled changes
Recommend improvements and enhancements to internal departmental processes
Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

What you will bring to this role:

  • Knowledge of e-Mail systems: Outlook Exchange, Knowledge of Mainframe ACF2 and Notes Applications
  • Good understanding of the Active Directory environment, Familiarity with specific applications such as, but not limited to WebIR, RPM, AS400, EDW, Leads, Knowledge of Enterprise Directory, Knowledge of Security and Audit procedures and policies.
  • Education/Experience:
    • Minimum 2 year IT College Degree or Diploma from an accredited institution and Technical training or equivalent experience in ID Administration
    • 2-4 years experience required.
  • 1.) Excellent communication skills
    2.) Must be able to work independently
    3.) Customer service skills
    4.) Dependable/reliable
    5.) Comfortable working with faxes, incoming/outcoming mail
    6.) MS office – outlook
    7.) Tech Savvy – able to pick up new software/systems
    8.) Adheres to policies and procedures

We thank you for your interest in the position, however, only those who are qualified will be contacted

Inclusion and Equal Opportunity Employment

Our client is an equal opportunity employer committed to diversity and inclusion; creating an inclusive environment where all team members and clients feel like they belong. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Native American status or any other legally-protected factors. We seek applicants with a wide range of abilities, and we provide an accessible candidate experience; accommodations during the application process are available upon request.