End User Technical Support Analyst- Scotiatech

Title: End User Technical Support Analyst- Scotiatech

Requisition ID:

Purpose

Contributes to the overall success of 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. Provides the best service to the internal users, following the market’s standards and the guidance provided by management.

Accountabilities

• Provide professional and courteous support to the business community, answering questions, to meet departmental objectives for issue resolution and 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 d...