IT Help Desk – Banking

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Working with one of our top financial clients, this role calls for a IT Help Desk – Banking. This position involves providing critical first-level support across all bank operations, responding to technical incidents via phone, chat, and email, and collaborating with various technology groups to ensure timely resolution of issues. The successful candidate will support user access provisioning through ServiceNow, troubleshoot technical problems, and deliver excellent customer service in a fast-paced environment.

Pay rate range (CAD): $17.60/hr – $28.99/hr

Responsibilities

Provide first-level technical support for bank employees via phone, chat, and email channels.
Respond to and resolve technical incidents, including application and hardware issues.
Support access request provisioning, such as granting, modifying, or revoking user access, in accordance with security policies.
Document incident details, troubleshooting steps, and resolutions accurately in the system.
Collaborate with IT teams to escalate and resolve complex technical issues efficiently.
Maintain knowledge of bank systems and technical manuals to assist end users effectively.
Assist with hardware troubleshooting and basic software installations as needed.
Participate in team meetings and contribute to documentation improvements.
Desired Skill-Set

Help desk support experience (minimum 1 year)
Strong troubleshooting and problem-solving skills
Ability to interpret technical information and communicate clearly
Excellent verbal and written communication skills
Experience with Microsoft Azure applications is an asset
Ability to multitask and prioritize in a dynamic environment
Knowledge of IT Service Management (ITSM) tools like ServiceNow
Nice to Have

Customer service experience in a technical support role
Knowledge of authentication and access management procedures
Basic hardware troubleshooting skills
Experience with remote support tools
Relevant schooling or certifications in IT or computer science