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End User Services Specialist
2 months ago
Job Summary
We are seeking a skilled End User Services Engineer to join our team in Sydney. As a member of our End User Services team, you will provide support to business users in Sydney, Melbourne, and Tokyo, delivering a robust, stable, and highly available environment to the Capital Markets businesses to enable business productivity, growth, and reduce risk.
Key Responsibilities
- Manage and resolve requests/support tickets in a timely and efficient manner
- Provide first- and second-level support on IT requests and incidents
- Provision and manage user accounts and access to systems and applications
- Communicate effectively with users regarding IT incidents, outages, and changes
- Conduct regular reviews of application and system access
- Process CAPEX and OPEX requests
- Monitor backups and perform systems management and maintenance tasks
- Maintain and produce system documentation
- Deploy and distribute software and platform enhancements
- Support telecom, audio, and visual infrastructure and services
- Coordinate and conduct regular attestation reviews as per global policies and procedures
- Adhere to standards, policies, and best practices, including change management, incident management, cable management, and information security
Requirements
- Strong communication and written skills in English; knowledge of Japanese is an asset
- Minimum 5 years' experience in end user services, working directly with end users
- Experience in communicating with users via multiple support channels
- Ability to prioritize tasks and objectives with minimal supervision
- Ability to work in a team and be a team player in a fast-paced environment
Preferred Qualifications
- ITIL Foundation Certificate or university degree; 2 years' experience working in a financial services environment
- Experience with Windows Client, including imaging, troubleshooting, and management; Active Directory
- Experience with remote desktop technologies, including Citrix ADC, CWA, EPA, and Director; VPN, MFA
- Experience with collaboration tools, including WebEx, MS Teams, and Zoom; Cisco Room Kit
- Experience with Microsoft Endpoint Configuration Manager, including software distribution, endpoint management, patching, and compliance
- Experience with mobile device support, including iPhone, iPad, Samsung, and Mobile Device Management services
- Experience with IT service management, including ServiceNow, change, problem, and incident management
- Experience with end user devices, including Lenovo desktops and laptops; device lifecycle management
What We Offer
- A comprehensive Total Rewards Program, including bonuses, flexible benefits, and competitive compensation
- Leaders who support your development through coaching and managing opportunities
- Opportunities to work with the best in the field
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- A world-class training program in financial services
- Flexible working options fully supported
Equal Opportunity Employer
Royal Bank of Canada is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sexual orientation, gender identity, age, disability, or any other legally protected factors.
