Overview

This position is responsible for providing 1st level of support / Desktop Support, acting as one of main contact persons for Canada Branch employees to reach out for requests and issue, ensuring timely onboarding and offboarding of employees and maintenance of inventory / equipment.

Responsibilities

Key Accountabilities:

• Provide 1st level support / Desktop support to Canada Branch employees, visitors and customers
• Ensure requests and incidents are logged in a ticketing system (eg. ServiceNow) in a timely manner
• Perform troubleshooting, research and work with other teams to resolve reported issues
• Ensure all tickets are assigned to proper resource
• Monitor group mailbox to ensure all emails are actioned with necessary responses
• Follow up on tickets as needed to ensure SLAs are met
• Provide daily report / stats on outstanding requests / incidents to team members
• Ensure all users’ workstations and laptops are operational and protected against viruses
• Responsible for hardware setup and software installation on all workstations and laptops
• Implement operating system software upgrades on all systems
• Ensure printers are all working as expected and provide maintenance
• Ensure hardware / software inventory is accurate and up to date
• Ensure Server Room is operational as expected including HVAC system
• Perform daily tasks, such as providing Chubb system reports
• Other duties as assigned by the senior staff, head of IT or Management

Compliance

• Ensure full compliance with all the Bank’s policies and procedures, including Anti-Money laundering policies, and the requirements of the relevant regulatory bodies as communicated by SMBCC's Compliance Department.

Qualifications

Knowledge: Post-secondary education in Computer Science or related field of study. Strong understanding of Microsoft server & client operating systems. Experience working with and supporting Microsoft Office Suites.

Experience: Working experience as a helpdesk or desktop support would be an asset.

Skills: Strong problem solving/analytical/research skills. Ability to be self-directed and work as a team when needed. Good interpersonal and written/oral communication skills. Must be comfortable with hardware maintenance and repair including Network Infrastructure.