IT Support Analyst

Description

Position Summary: Provide basic and specialized technical support for technology-related incidents and requests, ensuring reliability and availability of resources. Key Highlights: 1. Comprehensive hardware and software technical support. 2. Management of information and communication technologies. 3. Opportunity to work with interdisciplinary teams. **Requisition ID:** 225393 **Employee Referral Program – Potential Reward:** $0.00 We are committed to investing in our employees and helping you continue your career at ScotiaGBS #### **Position: IT Support Analyst / IT \-** ***Vice President, Operations*** **/** ***ScotiaGBS Bogotá, Colombia*** ***Purpose*** Provide basic and specialized technical support for technology-related incidents and requests associated with business units and GBS Colombia departments in a reactive, preventive, proactive, and predictive manner. Contribute to achieving objectives of both the IT department and the Vice President, Operations, as well as GBS Colombia, through execution of role-specific activities and responsibilities. Provide all users with the highest level of reliability and availability for technology resources, including computing equipment, telephony devices, hardware peripherals, audio/video equipment, network infrastructure, servers, applications, and software. #### ***Responsibilities*** * Manage information technologies, including but not limited to technology platforms, information systems, corporate software, communications infrastructure, data channels, voice channels, and computing equipment, ensuring their availability and support. * Provide technical support related to hardware incidents involving computers and technological equipment such as desktops, laptops, printers, peripherals, conference rooms, mobile devices, and other technology devices. * Provide technical support related to software incidents including business applications, web applications, client/server applications, application installations, office productivity tools, specialized software, fault remediation, and other required software-related tasks. * Resolve recurring problems related to hardware or software incidents. * Address all technology-related requests by coordinating with respective platform and/or application owners. * Responsible for supporting assigned projects and temporary assignments, and for interacting with multiple interdisciplinary teams to achieve objectives. * Responsible for coordinating movements, relocations, and/or migrations of computers, phones, technology devices, connectivity accessories, and peripherals. * Responsible for contacting appropriate vendors when necessary for maintenance, service, and/or resolution. * Perform computer image installations, operating system configurations and installations, application customizations, and mass deployments. * Respond to enabled communication channels—including email, telephone, incident and request management software, mobile phones, chats, on-site support, and any other channels enabled—to deliver appropriate technical support. * Represent GBS Colombia in various technical discussions, projects, and system improvements within the scope of a support technician’s responsibilities. * Responsible for deployment, configuration, and maintenance of all personal computers, laptops, printers, and other technological equipment—including installation and testing. * Diagnose and repair technological equipment within the scope of technical knowledge enabling resolution of hardware issues. * Proactively and responsibly manage and control the company’s technology assets with high ownership and accountability. * Responsible for completing required information systems for execution and documentation of responsibilities. * Document required technical information. * Propose continuous improvement initiatives. * Execute routine maintenance and monitoring checklists. * Lead and promote a customer-focused culture across the team under supervision to strengthen client relationships and leverage the Bank’s relationships, systems, and knowledge broadly. * Understand how the Bank’s risk appetite and risk culture must be considered in daily activities and decisions. * Create an environment where the team conducts efficient and effective operations within their respective areas in alignment with Scotiabank’s values, Code of Conduct, and Global Sales Principles—while ensuring suitability, compliance, and effectiveness of daily business controls to meet obligations regarding operational risk, regulatory compliance risk, money laundering and terrorist financing risk, and conduct risk. * Promote a high-performance environment and implement a workforce strategy that attracts, retains, develops, and motivates the team—fostering an inclusive workplace and applying a coaching mindset and behaviors; communicate vision, values, and business strategy; and manage succession and development planning for the team. **Reporting Relationships** #### **Primary Manager:** ***(include secondary manager, if applicable)*** #### **IT Support Manager** #### #### ***Number of Employees/Scope of Control*** * The employee is responsible for providing technical support during working hours under a rotating 7-day-per-week, 24-hour-per-day (24/7) shift schedule. * Support the Scotiabank Bogotá campus comprising three buildings and over 3,500 workstations. * Provide technical support across multiple countries and geographies of various operations. * Provide support in English and Spanish. * Serve as a catalyst for Scotiabank’s culture. * Customer service attitude and collaborative mindset. * Problem diagnosis capability. * 24/7 availability for telephone, remote, or on-site support depending on the incident. * Application, control, management, maintenance, recovery, determination, support, and resolution of issues affecting all technological equipment. #### ***Education, Experience, Other Information*** * Minimum 1–2 years of experience in technical support. * Experience managing corporate technology. * Technical diploma, technologist, or engineering degree in a discipline related to Information Technologies. * General knowledge of information systems, software, and applications. * General knowledge of computer hardware and operating systems. * General knowledge of networks and services provided by servers. * Knowledge of VoIP telephony, call recording systems, inbound and outbound calling. * Excellent motivation, leadership, training, and organizational skills, with ability to prioritize/delegate and consistently handle diverse tasks and situations. * Time management skills, multitasking ability, and adaptability to shifting priorities. * Strong developed verbal and written communication skills. * Excellent interpersonal skills and a collaborative management style. * B2-level proficiency in a second language (Spanish/English) required; B2 preferred. #### ***Working Conditions*** * Office-based environment. * Extended periods working on a PC, with frequent opportunities to move around. * Movement may be restricted and may lead to eye fatigue. * Equipment handling/movement. * Access to refrigerated technical rooms. * Provided with a computer and access to systems authorized by BNS. * Work schedule follows rotating shifts from Sunday to Sunday, with designated rest days according to the established shift schedule. * Occasional requirement to work outside standard working hours. #### ***Working Conditions*** * Work in a standard office-based environment; non-standard hours are a common occurrence. #LI-HYBRID Location(s): Colombia : Bogota : Bogota Scotia GBS is a Scotiabank Group company located in Bogotá, Colombia created to support different processes of the Bank and the development and execution of its global services strategy in 15 countries in the Americas. It is composed of 7 service units. We offer an inclusive, positive work environment, and competitive benefits. At ScotiaGBS, 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. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaGBS; however, only those candidates who are selected for an interview will be contacted.