Our Client, a Banking company, is looking for an Access Services Rep II for their Markham, ON/Hybrid location. Responsibilities: + Work in a queue- managing queue + SLA’s- high volume + Fast paced environment + Work is divided up amongst the team + Assigned an equal amount of work and need to complete by EOD. + Provides technology-based customer service support and conducts first level analysis to resolve end user incidents / issues working with technology groups, to resolve within established timeframes. + 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 Disaster 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 Requirements: + Must Have: + Attention to detail + Data entry experience + Administrative / back office experience + Strong communication + Ability to multitask + SLA’s, can meet deadlines. + Banking background + Client experience + Education: Post secondary + Knowledge of e-Mail systems: Outlook Exchange, Knowledge of Mainframe ACF2 and Notes Applications + Good understanding of the Active Directory environment, Familiarity with Client specific applications such as, but not limited to WebIR, RPM, AS400, EDW, Client Leads, Knowledge of Enterprise Directory, Knowledge of Security and Audit procedures and policies. + Education/Experience: Minimum 2 year IT College Degree or Diploma from an accredited institution and Technical training or equivalent experience in ID Administration 2-4 years experience required. + Attention to Details + Strong Administrative experience 1 years + Banking Experience Yes + Former Client Experience Yes Why Should You Apply? + Health Benefits + Referral Program + Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.