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Associate Support Analyst

Job Category:

Information Tech

Job Level:

Entry Level

Open Date:




Close date:


Client Overview:

About our client

Discover amazing career opportunities with a company that is all about helping people achieve their dreams and aspirations!

Our client is a global shared service centre providing finance, investments, contact centre, information technology, underwriting, actuarial, administrative and marketing services to companies around the world. They are a leading financial services group who puts customers’ needs first by providing the right solutions on areas such as insurance, financial advice and wealth and asset management.

With the company’s global headquarters in Canada and principal operations in Asia and the United States, they have served customers for more than 100 years and currently employs more than 35,000 resources. They aim to attract, develop and retain a diverse workforce and to foster an inclusive work environment that embraces the strength of cultures and individuals. 

Client Industry:


Job Description and Qualification:

Job Description

We reserve the right to change duties or assign additional duties at any time with or without notice.

Key Accountabilities:

• Responsible for seamless functioning of technology and applications for the benefit of internal and external users

• Provides great customer service experience to assist with troubleshooting hardware, software and peripheral issues

• Resolves technical issues and record transactions via ticketing system

• Develops and maintains checklists for common technical issues

• Performs user administration duties

• Provides frontline support for hardware, software and peripherals and resolving service tickets in a timely manner, escalates complex issues to software and platform technical analysts where appropriate

• Platform: Focuses on supporting platform to enable software development

• Infrastructure: Focuses on supporting infrastructure to support platform

• Software: Focuses on supporting software to enable application development

• Investigates and resolves simple issues with applications and hardware

• Assists with standard maintenance

• Some positive impact to specific organizational entitles

• Works together in a small team with a common purpose, follows rules from team members

Key Shared Accountabilities:

Job Requirements: Familiar with:

• Microsoft Office 2007 to 2013

• Windows 7, Windows 8, Windows 10, XP and Vista

• Windows Server 2003 and 2008 and 2012

• Remote Desktop support

• Advanced printer/peripheral device troubleshooting

• Remote support for handheld smartphones and tablets

• Needs class room training

• Needs mentoring from competent colleagues

• Needs recipes for tasks

• Is pointed in the direction of relevant trainings by his or her colleagues

• Most interpersonal skills meet requirements

• Moderate working knowledge of key aspects of role

• Staying abreast of developments in your own technical discipline

• Most straightforward tasks completed to acceptable standard, requires some iteration

• Requires guidance to link each step

• Understands the informal structure

• Constantly learns from both success and failure

• Good verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomes

• Proactively identifies opportunities for improvement in processes and workflows

• Monitors areas of persistent difficulty and creates materials to efficiently deal with them

• Customer obsessed

Decision Authorities:

• Able to work well with close supervision

• Not yet capable of tackling new problems by him/herself, needs support with problem solving