Bilingual Intermediate Analyst, Production Service

February 16, 2021

Job Description

Founded in 1846, Laurentian Bank Financial Group (LBCFG) is a diversified financial services provider whose mission is to help its customers improve their financial health. The Laurentian Bank of Canada and its entities are collectively referred to as Laurentian Bank Financial Group (the "Group" or the "Bank"). With more than 2,900 employees guided by the values of proximity, simplicity and honesty, the Group provides a broad range of advice-based solutions and services to its personal, business and institutional customers. With pan-Canadian activities and a presence in the U.S., the Group is an important player in numerous market segments.This role sits within LBC Tech, a subsidiary of Laurentian Bank Financial Group.The Production Services Analyst (Service Desk) will provide day to day direction to all members of the Service Desk as they support IT Services end users on a variety of issues. This includes identifying, researching, and resolving technical problems, and responding to telephone calls, emails, service and personnel requests for technical support. In addition, the incumbent will track and monitor issues and ensure a timely resolution. The candidate must have knowledge of commonly-used concepts, practices, and procedures within a system support environment


ºOversee all service desk activitiesºProduce statistics and management reportsºManages all incidents and requests to ensure that root cause analysis is completed by a service resource, if required.ºCoordinate contributions to self-help knowledge base and documents new and updates existing procedures.ºIdentifies, evaluates, promotes, and implements customer support best practices.ºMentors, supports, and cross-trains other service desk analystsºEngages other service resources to resolve incidents that are beyond the Service Desk's scope or responsibility.ºBuilds strong relationships within IT&S by working across organizational boundaries to resolve customer incidents and requests.ºMaintains knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.ºIdentifies and analyzes trends in incidents and requests, and provides feedback to more senior management, if warrantedºProvide technical phone support to a diverse group of clients. ºWork with Technical Support to diagnose and resolve problems and issues as required. ºLog all calls to the Service Desk maintaining complete documentation of problem cause, impact and resolution. ºPrioritize problems, escalate High Priority requests. ºDevelop an understanding of the business environment and maintain technical knowledge. ºFollow-up with clients to ensure resolution is complete and timely.ºDispatch appropriate resources for facilities related requests. ºDispatch technical service for software and hardware problems. ºWork with outsourcers system engineers to coordinate the build and deploy desktop images


ºUniversity degree and 4 to 7 years of relevant experience, including Service Desk work experience.ºExperience supporting all Windows Clients (XP & 10), MS Office Products is required. ºExcellent knowledge of IBM/HP/DELL hardware. ºKnowledge of TCP/IP, Ethernet. ºExperience working with Incident, Problem and Change management best practices. ºExperience using Service Desk for Ticketing Incidents and Documenting of Service Calls would be an asset. ºExperience in supporting client server; terminal emulators and host based systems an asset.ºExperience working in an outsourced services and co-location environment an asset. ºAbility to effectively translate technical information and procedures to end-users. ºTroubleshooting and analytical skills with capacity to accurately identify and assess problems before providing accurate solutions. ºDedication to providing quality customer support to consistently meet customer expectations by providing service beyond expectation. ºExcellent interpersonal skills with ability to listen effectively, respond appropriately and maintain mutual comfort level while relating to a diverse group of individuals. ºExcellent written and verbal communication skills are required.ºAble to remain productive in time-sensitive and fast-paced environment. ºBilingual (English/French) communication skills are mandatory

Additional Information

We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, sexual orientation, creed, family status, national origin, age and gender

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