At
ScotiaTech
we want you to be part of a team that is always in personal and professional growth, for this reason we are looking for our new
End User Technical Support Analyst
.
What will you do?
Purpose
Contributes to the overall success of the Employee IT Services / ETSS ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives.
Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.
Provide the best service to the internal users, following the market's standards and the guidance provided by management.
Key Accountabilities
- To provide professional and courteous support to the business community, answering questions, when possible, in order to meet the departmental objective for issue resolution.
The incumbent will use all available resources to ensure a timely first call resolution rate.
- Provide first level triage and support for employees and employee computing systems.
Resolve or escalate incidents reported by phone, incident management software or any intake channel the business decides.
Facilitate request fulfillment processes.
- The employee will ensure that access and accounts are provided to employees in accordance with the company's security policies.
- To manage the incident tracking system in a timely and effective manner to ensure a timely resolution; document all new information within the log; perform closure of logs; including following up with all affected departments and their associated users to ensure that problems are solved, and the level of service did meet their expectation.
- Keep current on rapidly changing technological trends, self-teach new technologies and maintaining an understanding of the division's desktop technology strategies meeting the departmental objectives.
- Provide level II support to applications, software, networks and hardware.
- Provide feedback to level I support line to guarantee all the procedures are performed within the security policies.
- Answering phones to deal with incoming issues from clients is part of the day-to-day activities.
What do we offer you?
- Growth opportunities
- Diverse, dynamic, and multicultural environment
- Benefits for your financial and emotional well-being
- Competitive wages
What do you need?
Education / Experience
- Good knowledge and familiarity with the operating systems environments and the various components and applications involved.
- Must be able to adjust to new developments in operating systems, and applications.
- The incumbent must have an in-depth knowledge of the following: Active Directory Users and Groups Policies and Functions, Application Operating Systems, Bank Security Policies, Office package, Network Topologies.
- Must possess good oral and written communication skills for the purpose of providing reports to management and effectively communicating with the user community.
- B2-C1 English level is a must (Canadian employees).
If you are seeking a fulfilling opportunity to join our esteemed team and contribute to the overall success, we invite you to apply for the role.
Take the next step in your career journey and make a significant impact today