Royal Bank of Canada
Senior Desktop Support Analyst Job Summary Job Description WHAT IS THE OPPORTUNITY? The End User Services team is expanding its role in providing quality support services to the Business end users and highest-level Executives in a fast-paced financial company. The Executive Services Support role will occasionally require travel to support customers in various locations, including corporate offices, residential offices, and remote sites. The role is also responsible for timely triaging of impactful outages and proactive communications with customers regarding changes to their environments. WHAT WILL YOU DO? Deliver high-quality technical support to End users, C-Suite executives, Business Management, and other firm VIPs in a courteous, professional, and empathetic manner. Field phone calls and emails from customers, leveraging ServiceNow to track and manage all issues, requests, and inquiries. Troubleshoot and resolve reported firm-related issues, including but not limited to Windows 11, Microsoft Office, and other productivity applications, printing, networking, telephony, and videoconferencing. Collaborate and contribute on cross-functional enterprise initiatives and manage the effective implementation of assigned deliverables. Troubleshoot and resolve reported personal technology issues, including but not limited to computers, laptops, mobile phones, and family/home technology (home network, entertainment, and AV). Understand and evaluate end-users' needs and develop creative technical solutions to meet them, while adhering to firm policies and procedures. WHAT DO YOU NEED TO SUCCEED? Must have : Undergraduate degree preferred, coupled with 5 to 7 years of experience in end-user support. 3 years of executive and/or VIP support is a plus. Strong analytical and problem-solving skills, with the ability to work independently. Strong understanding of technology and/or financial services industry. Knowledge of Active Directory, Exchange, Citrix, Okta SSO, RSA MFA, ServiceNow, remote assist tools, and application delivery systems. Nice-to-have : Ability to facilitate communication between and influence key decision-makers. Strategic thinker with excellent interpersonal skills to work across functions and businesses. WHAT'S IN IT FOR YOU? We thrive on the challenge to be our best, with progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference in communities, and achieving mutual success. A comprehensive Total Rewards Program including bonuses, flexible benefits, competitive compensation, missions, and stock options where applicable. Leaders who support your development through coaching and management opportunities. Opportunity to make a lasting impact and work in a dynamic, collaborative, and high-performing team. Flexible work/life balance options. Challenging work and opportunities to take on greater responsibilities. Access to various job opportunities across the business. The expected salary range for this position is $80,000 - $135,000, depending on experience, skills, registration status, market conditions, and business needs. This range does not include other elements of total compensation, such as discretionary bonuses and benefits like a 401(k) plan with company matching, health, dental, vision, life, and disability insurance, and paid time off. Our compensation philosophy recognizes the importance of a highly qualified global workforce, playing a critical role in attracting, engaging, and retaining talent that: Drives RBC's high-performance culture Enables achievement of strategic goals Generates sustainable shareholder returns and above-market shareholder value LI-POST TECHPJ Job Skills Critical Thinking, Customer Support Systems, Group Problem Solving, Installation Support, IT Service Level Management, IT Service Management (ITSM), IT Standards, Technical Troubleshooting Additional Job Details Address : GOLDMAN SACHS TOWER, 30 HUDSON STREET, JERSEY CITY City : Jersey City Country : United States of America Work hours / week : Full-time Platform : TECHNOLOGY AND OPERATIONS Job Type : Regular Pay Type : Salaried Posted Date : 2025-06-24 Application Deadline : 2025-08-15 Note : Applications will be accepted until 11:59 PM on the day prior to the application deadline date above. Inclusion and Equal Opportunity Employment At RBC, we believe an inclusive workplace with diverse perspectives is core to our continued growth. We foster a workplace where employees feel supported, collaborate effectively, drive innovation, and grow professionally, which helps bring our Purpose to life and create value for clients and communities. RBC strives to deliver this through policies and programs that foster respect, belonging, and opportunity for all. Join our Talent Community Stay informed about great career opportunities at RBC. Sign up to receive customized updates on jobs, career tips, and recruitment events that matter to you. Expand your limits and create a new future at RBC. Learn how we use our passion and drive to enhance the well-being of our clients and communities at Job ID R-0000130761. #J-18808-Ljbffr