End User Technical Support Analyst

About the role

The End User Technical Support Analyst provides professional, courteous assistance to internal employees, ensuring rapid resolution of IT incidents and requests. This role supports Scotiabank’s global business lines by delivering first‑level triage, access provisioning, and level‑II troubleshooting across hardware, software, and network environments.

Key responsibilities

• Respond to employee inquiries via phone, ticketing system, or other intake channels and aim for high first‑call resolution.
• Perform first‑level triage, resolve or appropriately escalate incidents, and document all actions in the incident tracking system.
• Facilitate request fulfillment, including provisioning of accounts and access in line with security policies.
• Maintain and manage Active Directory user and account information.
• Provide level‑II support for applications, operating systems, networks, and hardware.
• Collaborate with internal clients, application developers, and Level‑I support teams.
• Stay current on emerging technologies and self‑teach new tools as needed.

Required profile

• Experience delivering end‑user technical support in a corporate environment.
• Ability to work non‑standard hours and handle multiple priorities.
• Strong communication skills for interacting with users at all levels.

Required skills

• Active Directory management
• Identity and Access Management
• Windows operating system support
• macOS support
• Hardware troubleshooting
• Software application troubleshooting
• Network troubleshooting
• Incident management software usage

What we offer

• Opportunity to work within a global financial institution’s technology division.
• Continuous learning and professional development.
• Collaborative environment with cross‑functional teams.