IT Support Analyst I-1

TD•Dieppe, NB

20h•Onsite

About The Position

Provides technology-based customer service / support for an assigned business segment and/or conducts 1st level analysis research, maintenance, and/or support of systems/applications.

Requirements

Undergraduate degree or Technical Certificate

Responsibilities

Provides courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions.
Ensures change activities are performed on time, minimizing risk to the service/business environment.
Monitors resources to ensure availability associated with business applications and technology.
Identifies, resolves, or escalates service delivery issues and/or complaints.
Maintains proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery.
Maintains proficient knowledge of technology components, applications, clients/customers and business services.
Prioritizes activities to ensure time invested is appropriate to the availability impact.
Provides seamless integration of activities and processes, recognizing system interdependencies.
Acts as an information source to colleagues, business partners and clients/customers.
Ensures prompt and timely updates to service issues, and follows through on outstanding problems.
Delivers and maintains accurate reports and documentation.
Follows established procedures and standards.
Follows standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP).
Maintains a secure work environment and ensures adherence to notification and escalation processes.
Communicates effectively within the team relative to service issues and scheduled changes.
Recommends improvements and enhancements to internal departmental processes.
Complies with well-defined enterprise technology delivery practices and standards and project management disciplines.
Works effectively as a team, supporting other members of the team in resolving critical service issues.
Prioritizes and manages own workload in order to deliver quality results and meet timelines.
Supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/ points of interest.
Participates in knowledge transfer within the team and business units.
Identifies and recommends opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team.
Provides front line customer service support to clients on a broad range of issues.
Investigates problems beyond own area of knowledge, applying a broad business focus.
Assesses level of knowledge of caller and translates information when providing assistance.
Prioritizes and may assign problems and service issues to other team members.
Co-ordinates problem resolution and the implementation of changes in accordance with established change processes.
Integrates all sources of information when providing assistance to clients.
Makes independent decisions within generally defined parameters.