Our Client, a Banking Company, is looking for Service Availability Reps Bilingual I for their London, ON/ Remote location Responsibilities + The primary accountability of this position is to provide first level technical support. + 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 + 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. KEY ACCOUNTABILITIES CUSTOMER: + 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 SHAREHOLDER: + 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 + Fluency in French and English (read, speak, write) + Above average computing and navigational skills + Exceptional customer service 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 30 words per minute + General knowledge and understanding of PC hardware and components. + Verbal and written communication skills, problem solving skills, customer service and interpersonal skills. + Basic ability to work independently and manage ones time. + Basic knowledge of circuit boards, processors, electronic equipment and computer hardware and software. + Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software. + Associate's degree in computer related field or equivalent training required. + Ticketing systems experience 1 years + 0-2 years experience required. NICE TO HAVE: + Experience with ticketing systems is an asset + Technical degree and/or IT Certification preferred. 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.