Support Analyst Tier 1

Tuesday, November 19, 2024

About Symcor

Symcor enables secure data exchanges and supporting business processes, to help clients succeed in an evolving digital world. Trusted by Canada's largest institutions for over 25 years to support their digital transformations, Symcor aligns industry participants to solve common challenges in the most effective and efficient way. Our goal is for every employee to feel valued and accepted as part of the team and connected to Symcor and our values, fostering a sense of belonging. Symcor is an equal opportunity employer and is committed to providing an accessible recruitment process. If you need accommodation for the interview process, just let us know!

The Support Analyst Tier 1 is responsible for providing service desk support for internal and external Symcor customers enterprise wide. This is a 6 month opportunity with the possibility for full-time and the candidate should be comfortable with the shift scheduled for 2:00 PM – 10:00 PM from Mon – Fri.

About The Role:

• Provide first level support to inbound and outbound internal and external customers through all contact methods (telephone, email, chat and self-portal) within the established timeframes.
• Ensure incidents are resolved and closed promptly and satisfactorily to Client’s expectations while keeping affected Incident Reporter informed about progress at all times.
• Handle all internal/external requests and inquiries listening, ask clarifying questions, relating empathetically and responding in a professional manner.
• Act as the single point of contact for end-users' incidents and requests providing an interface for other ITSM processes.
• Open problem records for incidents where the root cause has not been determined.
• Ownership of Severity 2 and 3 incident records (IR) and service request (SR) using proprietary support tools throughout the lifecycle. This includes opening, categorizing, assigning, monitoring, updating, investigating, resolving and closing IRs and SRs.
• Create and execute notifications to Clients throughout the Incident Record lifecycle following the EIM Notification Matrix.

What You Need to Succeed:

Education:

• High School or equivalent.

Experience:

• 1-2 years with Help Desk or processing centre operations.

Skill requirements:

• Proven analytical and problem solving skills.
• Knowledge of desktop architecture and operating systems.
• Ability to use and manipulate Microsoft Office tools.
• Knowledge of network hardware, software and server administration and support.
• Information Security practices and techniques.
• Knowledge of ITIL best practices.

What’s In It For You:

• A comprehensive Total Rewards Program that includes a competitive compensation package, flexible benefits and time away options, retirement and savings plans and a commitment to your overall health and well-being through our myWell-being program.
• Leaders who support your development through coaching and managing opportunities.
• Ability to make a difference and lasting impact.
• Opportunities to do challenging work and progressively take on greater accountabilities for growth.
• We foster an inclusive atmosphere of One Symcor with our philosophy of +1 Unique You, we harness each employee’s uniqueness, different skills, backgrounds, and perspectives to contribute to mutual success. It is the diversity of our people and the inclusive environment that has been and will always be key to Symcor’s success.

Symcor is an equal opportunity employer and is committed to providing an accessible recruitment process. Upon request, we will provide accommodation for candidates.