End User Technical Support Analyst
End User Technical Support Analyst
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Job Description
Requisition ID: 230203
Thanks for your interest in ScotiaTech Scotiabanks new and innovative Technology hub in Bogota.
Join a purpose driven winning team that promotes creativity and innovation in a fast-paced environment where were always committed to results in an inclusive diverse and high-performing culture.
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 teams 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 markets standards and the guidance provided by management.
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 companys 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 divisions 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.
Reporting Relationships (Job Titles only)
Primary Manager:
(Include secondary Manager if applicable)
Manager End User Technical Support Manager
Direct Reports:
- N / A
Shared Reports (solid/dotted if applicable):
N / A
Dimensions
- Support Global Scotiabanks business lines.
- Multiple Active Directory User and Accounts Management.
- Global Identity and Access Management Services
- The incumbent receives general direction from the Manager and is responsible for reporting delays or problems with assignments and requests. The incumbent must keep Management up to date on issues that impact the delivery of their own responsibilities.
- The incumbent will action the intake channel on a timely manner.
- The incumbent is required to:
- interact with internal clients of all levels on a daily basis.
- work with application developers.
- be prepared to work non-standard hours.
Education / Experience / Other Information (include only those that are specific to the role)
- Requests submitted to the incumbent are based on both operating systems as well as the application. As a result the incumbent must have a good knowledge and familiarity with the operating systems environments and the various components and applications involved. The incumbent must be able to adjust to new developments in operating systems and applications. A good knowledge of the Banks Security policies and account management procedures is a requirement.
- 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
- The incumbent must possess good oral and written communication skills for the purpose of providing reports to management and effectively communicating with the user community.
- The incumbent must have a proficient level of English written and verbal at advanced levels.
#Li-Hybrid
#COLGBS
Location(s): Colombia : Bogota : Bogota
ScotiaTech is a business unit within ScotiaGBS a Scotiabank Group company located in Bogota Colombia. The ScotiaTech hub was created to support different technology systems and processes of the Bank. We offer an inclusive positive work environment and competitive benefits.
At ScotiaTech we value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaTech; however only those candidates who are selected for an interview will be contacted.
Required Experience:
IC
Employment Type
Full Time
