Analyst End User Technical Support

Requisition ID : 247635

Join a purpose driven winning team committed to results in an inclusive and high-performing culture.

Join our MD IT Service Centre and help us deliver outstanding customer service to support our internal staffs mission critical and day-to-day business. We are looking for a self-motivated detail-oriented dynamic individual able to work independently as well as in a team in a fast-paced changing environment.

The Analyst End User Technical is responsible for handling incoming phone calls emails and web submissions receiving tracking documenting resolving or escalating all internal customer identified application and hardware Incidents and Service Requests in an efficient professional courteous and prompt manner. While having additional supporting role into Knowledge Coaching Training Peer Support of their team members. Also help the Relationship of the higher tiers of support knowledge transfer and ticket re-alignment from errors mishap forget collect during the SD Redirect process.

Is this role right for you

• Is the Single Point of Contact (SPOC) for BNS and MD Financial Management application users and infrastructure users.
• Configure maintain and troubleshoot application software desktop operating systems PCs and Macs as well as their associated peripherals.
• Perform PC hardware diagnostics to identify performance issues or resolve various user issues.
• Desktop network troubleshooting - both wired and wireless to identify and resolve issues.
• Mobile Device troubleshooting and support.
• Actively participates in creation of content updates and maintains our Knowledge Base.
• Update and maintain internal procedural documentation.
• Accountable to communicate service enhancement suggestions process improvement ideas and vendor partner service concerns to the MD IT Service Centre senior staff and leadership.
• Submit Incident Submission and Service Request forms to internal and external teams / vendors.
• Fulfil and complete employee account management and other requests assigned to the MD IT Service Centre.
• Answer How-to questions as best of their abilities from application experience and using all knowledge bases.
• Adhere to Incident Problem Change Request Fulfillment and Access Management based on BNS and ITIL best practices.
• Ensure client various incidents are effectively resolved in a timely manner (according to Service Level Agreements (SLA) ) by analyzing the issue and providing guidance.
• Identify and flag patterns and trends and recommend improvements to the business and within Technology & Operations to foster a culture of continuous improvement.
• Review research / investigate define and communicate workarounds prioritize analyze recreate and resolve or escalate tickets.
• Identify or assist in root-cause investigation of an issue and escalate as appropriate to other teams.

Do you have the skills that will enable you to succeed in this role

Whats in it for you

Location(s) : Canada : Ontario : Ottawa

Scotiabank is a leading bank in the Americas. Guided by our purpose : for every future we help our customers their families and their communities achieve success through a broad range of advice products and services including personal and commercial banking wealth management and private banking corporate and investment banking and capital markets.

At Scotiabank we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including but not limited to an accessible interview site alternate format documents ASL Interpreter or Assistive Technology) during the recruitment and selection process please let our Recruitment team know. If you require technical assistance please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however only those candidates who are selected for an interview will be contacted.

Required Experience :

IC

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full Time

Experience : years

Vacancy : 1