Analyst - End User Technical Support

Overview

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 staff’s 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.

Responsibilities

• 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.

Qualifications

Benefits

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.

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