Service Desk Analyst, bilingual

IT technologies
Customer Service
Technical Support
June 18, 2018
Updated on
August 1, 2018
Valid until

You will be the primary point of contact for technology related questions and problems for all our employees and associates.

Raymond James Ltd. is seeking a bilingual French / English Service Desk Analyst to work in our Burnaby office.

Raymond James Ltd. is Canada’s leading independent investment dealer offering high quality investment products and services to Canadians seeking customized solutions to their wealth management needs.

Under the direction of the Service Desk Lead, the Service Desk Analyst (T1) is the primary point of contact for technology related questions and problems for all Raymond James employees and associates.

Specifically you will:

Customer Service:

Provides superior, quality support by delivering a consistently high degree of customer satisfaction, technical expertise, and timeliness ensuring business needs are met with efficiency and integrity;

Ensure calls and tickets are answered within appropriate customer service standards;

Provides technical coaching and mentoring to end users and other Information Technologystaff as appropriate; and

Sensitive to all IT knowledge levels throughout the firm when providing support.

Technical Support:

Provides first level support via phone and ticketing system on hardware, network and software in accordance with established standards and service level agreements;

Handle installation of any additional software/hardware requirements that have been approved;

Coordinates ticket assignment to both first and second level queues; prioritize and categorize;

Request fulfillment; gather & document requirements, obtain approvals, escalating as necessary; and

Ensure timely research, routing, escalation and resolution of end user technical problems and requirements.


Provide timely updates to end user detailing progress of resolution;

Share appropriate information with other members of the Information Technology department; and

Escalates problems to second level support as appropriate.


Maintain existing documentation with new or changing information; and

Ensure all service desk call information is recorded and tracked in the ITSM tool in a timely manner.