End User Computing Support

Eagle is currently seeking an End User Computing Support for a one (1) year contract opportunity, scheduled to begin in October.

Key Responsibilities

The successful candidate will be responsible for:
  • Managing access to internal third party applications, sites, or groups ensuring adherence to internal policies;
  • Maintaining the integrity of user administration, reviewing users on a regular basis and providing ID and/or password resets as necessary;
  • Contributing to the audit of user administration as defined by internal process and procedure;
  • Responding to systems inquiries;
  • Providing expert advice and troubleshooting on technical inquiries or issues;
  • Collaborating with other IS teams to resolve issues where additional expertise is required;
  • Managing and responding to incoming calls (email, voice, walk-ups) adhering to service level agreements;
  • Assisting in the communication of application, system, branch, device, etc. issues, ensuring required parties are well informed through the lifecycle of a critical incident/outage/disruption;
  • Supporting a high level of service delivery;
  • Contributing to the development and increase in capability of service quality;
  • Assisting in service level reporting;
  • Acting as incident/request owners;
  • Processing issues from end users resolving or assisting with resolution;
  • Providing analysis and/or research of issues on internal third party applications or websites;
  • Leveraging and retaining the knowledge of colleagues and within historic content in available resources;
  • Inputting and verifying daily changes to systems as required by business;
  • Contributing to the coordination and execution of minor initiatives and cleanups;
  • Validating application/software changes/updates for consistency and quality of content and contribute to the creation and maintenance of knowledge articles/FAQs;
  • Fostering a culture of team collaboration and continuous improvement;
  • Promoting active listening with team members;
  • Promoting and supporting Peer Review of team deliverables, contributing to the creation and maintenance of consistent and effective knowledge management that adheres to team standards and templates;
  • Communicating clearly, both written and verbally with directions and minimum level of support;
  • Managing own time and schedule with regards to daily tasks;
  • Timely communication, escalates own issues and potential team issues appropriately;
  • Building, maturing, and delivering capabilities that are appropriate within the customer service domain;
  • Following policies and standards related to End User Support; and,
  • Proactively sharing knowledge with members of IS to help them adopt Customer Service best practices.
Skills and Qualifications

The qualified candidate must have:
  • A Grade 12 education supplemented by post-secondary education in business, accounting, or IT training (a combination of education and experience will be considered for the right applicant who is willing to work diligently to complete the training);
  • A minimum of three (3) years banking experience including at least two (2) year branch or contact centre experience, or a combination of banking, customer service or technical training/experience;
  • Experience in or significant exposure to both administration and personal banking functions;
  • ITIL Foundations and Support Centre Analyst certification through HDI (Help Desk Institute);
  • Knowledge of Service Level Management process and procedures; and,
  • Willingness and ability to participate in work rotation within the schedule with the rest of the Service Desk staff.
Don’t miss out on this opportunity, apply online today!

Eagle is an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted. Please note that your application does not signify the beginning of employment with Eagle and that employment with Eagle will only commence when placed on an assignment as a temporary employee of Eagle.

  • Posted On: October 09, 2020
  • Job Type: Contract
  • Job ID: 67866
  • Location: Edmonton AB