Bilingual Service Desk Analyst

June 22, 2022

Job Description

Seeing beyond numbersºAt Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.This role sits within LBC Tech, a subsidiary of Laurentian Bank Financial Group.The Analyst, Production Services (service desk) will be responsible for providing logistic support to users. Among other things, the incumbent will answer telephone calls, emails as well as service requests. Moreover, the incumbent will follow-up on requests and resolve them in a timely manner. The incumbent must be familiar with the procedures, practices and concepts currently in use in an access management environment.

Responsibilities

ºHandle access requests that are assigned to him/her within a reasonable period of time in order to minimize the resolve time.ºOpen requests in the ticketing system.ºCollaborate with various stakeholders with the aim of achieving common objectives, while demonstrating a marked willingness to join his/her efforts to those of colleagues and ensure the flow of expertise. Act in a way that facilitates the functioning of his/her team and promoting healthy competition.ºDemonstrate a positive attitude towards colleagues, collaborators and superiors.ºPerform a variety of different tasks without impacting the results.ºIntegrate swift changes into his/her business unit.ºHandle problem situations in order to find solutions and ensure that such situations are corrected or addressed.ºDemonstrate adaptability in the face of change.ºParticipate in updating the procedures and documents relating to the team.ºPrioritize and manage request priority.ºFollow-up with requesters throughout the request process.ºDemonstrate due care to meet client needs, while putting the emphasis on client satisfaction and acting in the interest of and according to client needs.ºImplement simple solutions that are easy to apply and that promote efficiency and speed of execution while remaining results-oriented.ºRespect the Bank's safety instructions and information security guidelines, policies and procedures.

Qualifications

ºCollege diploma (DEC) and 2-3 years' work experience in a service centreºExperience in efficient use of the MS Office Suite ºBasic knowledge of the IT field (asset)ºAbility to effectively communicate procedures and instructions to usersºWillingness to provide quality client service to meet client needsºExcellent interpersonal communication skills, ability to listen effectively and respond appropriatelyºExcellent communication abilities, written and spokenºAbility to remain productive in a fast-paced environment ºBilingualism (French and English)

Additional Information

Equity, Diversity & InclusionWe are proud to be an equal opportunity employer and are committed to fostering an inclusive and accessible work environment that reflects the diversity of our customers and our communities. We welcome and encourage applications from individuals from all groups, including Indigenous people, women, visible minorities, and persons with disabilities, regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other legally-protected ground. AccessibilityAccommodations for persons with disabilities are available upon request for job applicants taking part in all aspects of the recruitment process.PIPEDAWe may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.

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