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 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.

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?

• A 2-year college degree (ideally Computer Technology), or equivalent educational or professional experience and/or qualifications.
• A minimum of 2 - 4 years' experience in a call centre, help desk or service desk is preferred.
• An ITIL best practices background is a significant asset.
• Experience working with an ITSM tool (ServiceNow) for logging and tracking incidents and request submissions
• Bilingual – English and Canada French
• Strong troubleshooting methodologies
• Strong knowledge and experience with PC workstations, both desktop and laptops
• Strong technical knowledge of Windows 11, Apple iOS, Active Directory, MS Office 365, Internet Browsers (Edge, Chrome, FireFox), Exchange, Citrix, Mobile Devices, DNS, TCP/IP, VPN, Wireless
• Strong experience troubleshooting and identifying network, software/hardware and printing problems
• Excellent customer service skills – a strong commitment to service excellence
• Excellent verbal and written communication skills
• Proven problem solving and troubleshooting skills
• High degree of accuracy and attention to detail
• Excellent active listening skills and the ability to present ideas in user-friendly language
• Strong multi-tasking skills
• Effective team player and collaborator
• Administrative and organization skills are essential
• Strong desire to learn, adapt and capable of independent learning
• Bilingualism is an asset
• Strong decision-making skills
• Ability to effectively deal with elevated customer stress and apply de-escalation techniques
• Strong problem solving and critical thinking skills
• Ability to work independently and within a team to resolve issues
• Strong desire to help, support, coach and training of team members as needed for the team success

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

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.