Service Availability Reps Unilingual I

Our client is a top financial institution with significant North American holdings.  They have operations across most major verticals, including institutional & corporate, wealth management, private clients, commercial banking, treasury, and retail banking.
 
Introduction:
Prime Hires is seeking a skilled Service Availability Reps Unilingual I to join our client in support of an existing vacancy.

Contract Period: 24 months with potential to convert
Pay Rate: $21.50 per hour
Location: London, ON
Location Type: On-site
Business Hours: Monday to Friday, Rotational shift: Changes every week 24X7X365

Job Responsibilities:

• Respond to a variety of inbound colleague calls/emails.
• Ensure accurate and detailed problem documentation/ticketing.
• Provide timely escalation and follow-up with support groups and colleagues.
• Identify and escalate wide-impact or potential wide-impacting outages.
• Identify trends and opportunities for improvement as well as provide ongoing feedback.
• Build ongoing support proficiency for other skills and applications.
• Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions.
• Ensure change activities are performed on time, minimizing risk to the service/business environment.
• Monitor resources to ensure availability associated with business applications and technology.
• Identify, resolve, or escalate service delivery issues and/or complaints.
• Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery.
• Maintain proficient knowledge of technology components, applications, clients/customers and business services.
• Prioritize activities to ensure time invested is appropriate to the availability impact.
• Provide seamless integration of activities and processes, recognizing system interdependencies.
• Act as an information source to colleagues, business partners and clients/customers.
• Ensure prompt and timely updates to service issues and follow through on outstanding problems.
• Deliver and maintain accurate reports and documentation.
• Follow established procedures and standards.
• Follow standards, policies and procedures to ensure compliance with the Disaste.
• Recovery Plan (DRP) and applicable Business Recovery Plans (BRP).
• Maintain a secure work environment and ensure adherence to notification and escalation processes.
• Communicate effectively within the team relative to service issues and scheduled changes.
• Recommend improvements and enhancements to internal departmental processes.
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines.

Experience & Qualification Requirements:

• High school Diploma required.
• Above average computing and navigational skills.
• Exceptional customer service skills.
• Excellent English verbal and written communication skills.
• A team player who collaborates effectively with peers and other teams but can also work well independently.
• Good knowledge of Microsoft O365 (Word, Excel, OneNote and PowerPoint).
• A technical support background or related education – troubleshooting exp.
• Ability to type at least 35 words per minute.
• General knowledge and understanding of PC hardware and components.
• Experience with ticketing systems is an asset.
• Technical degree and/or IT Certification preferred.
  

How to Apply: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Prime Hires & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply.

Background screening is required as part of the onboarding process. The type of screening required (criminal, credit, or other verifications) will vary based on the position and client requirements.

We use AI technology as part of our application review process to assist with screening and assessment. All applications are also reviewed by our recruitment team.
  
Prime Hires & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Prime Hires is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment.