End User Technical Support Analyst

Description

Summary: This role provides first and second-level technical support globally, ensuring timely resolution of IT incidents, access management, and hardware/software issues while delivering high-quality customer service. Highlights: 1. Join a purpose-driven winning team that promotes creativity and innovation. 2. Work in a fast-paced environment committed to results. 3. Be part of an inclusive, diverse, and high-performing culture. Requisition ID: 266984 Thanks for your interest in ScotiaTech, Scotiabank's new and innovative Technology hub in Bogota. Join a purpose driven winning team that promotes creativity and innovation in a fast\-paced environment, where we’re always committed to results, in an inclusive, diverse, and high\-performing culture. **Purpose** * This role is responsible for providing first and second\-level technical support to Scotiabank employees globally, ensuring timely resolution of IT incidents, access management requests, hardware/software issues, and technology\-related inquiries. The analyst acts as a key point of contact for internal users, delivering high\-quality customer service while adhering to security policies and operational procedures. **Accountabilities** * Provide technical support to employees through phone, ticketing systems, and other intake channels. Troubleshoot and resolve incidents related to: * Hardware Software Applications Network connectivity User accounts and access * Perform Active Directory administration, including: * User account creation and maintenance Group management Access provisioning and deprovisioning * Manage and update incident tickets, ensuring proper documentation and timely resolution. Escalate complex issues when necessary. Provide Level II technical support for applications, systems, networks, and devices. Ensure compliance with security policies and access management procedures. Support global users and maintain high customer satisfaction standards. Assist Level I support teams by providing guidance and procedural feedback. **Reporting Relationships** **Primary Manager:** **Direct Reports:** **Shared Reports** NA **Dimensions** NA **Education / Experience / Other Information (include only those that are specific to the role)** * + Active Directory Users and Groups * Identity \& Access Management (IAM) * Windows Operating Systems * Microsoft Office Suite * Network Fundamentals and Network Topologies * IT Security Policies and Procedures * Incident and Service Request Management **Competencies** **Working Conditions** Work in a standard office\-based environment; non\-standard hours are a common occurrence 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 everyone. Candidates 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.