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Technology Operations Analyst

Req #: 180037284
Location: Toronto, ON, CA
Job Category: Technology
Job Description:
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com.

Description:
Deliver quality customer service to internal customers by providing them with a single point of contact to report problems and manage issues
respond to calls to the help desk, logging all calls and tracking them through to resolution
provide thorough 1st level problem determination, resolving issues on a timely basis in order to meet customer expectations/service levels
provide remote support to resolve problems related to PCs, applications and network connectivity at remote sites
escalating problems on a timely basis
install and configure PC/VDI hardware and software
install and configure multifunction print devices
manage and fulfill service requests per SLA
proactively perform regular maintenance, upgrades and other housekeeping tasks
perform start of day health checks
manage asset inventories and license controls
provide support for local project implementation
manage and support of disaster recovery site infrastructure
adherence to established policies and procedures including information risk controls
ensuring that operational documentation is up to date
providing customer awareness and training
vendor managementMust have minimum of 2+ years of customer support experience in a fast paced financial services environment
must have exceptional verbal, written and interpersonal skills
must have superior analytical skills demonstrating strong troubleshooting skills and problem analysis
must demonstrate ability to deal effectively with customers at all levels, peers, vendors, and management
must have prior experience in a financial institution
must have flexibility to provide after hours and weekend support as required
must have exposure to information controls
strong dedication to quality customer service and a working knowledge of enterprise service delivery procedures
demonstrated work experience with managing change in a production environment
must demonstrate excellent presentation skills
strong teamwork attitude, aptitude for learning new ideas/concepts and applying knowledge
ability to manage conflicting priorities, attention to detail, self motivated and organized
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