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End User Technical Support Analyst

End User Technical Support Analyst

_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.

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.

Reporting Relationships (Job Titles only)

Primary Manager:

(Include secondary Manager if applicable)

• Manager – End User Technical Support Manager

Direct Reports:

NA

Shared Reports (solid/dotted if applicable):

• NA

Dimensions

+ Support Global Scotiabank’s 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 Bank’s 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.

Working Conditions: Rotative On call shifts