Position: Service Desk Analyst
Location: Toronto, ON (Onsite)
Job ID#: RQ11331
Duration: 9 Months
Role Overview
We are seeking an experienced Service Desk Analyst/Application Support Specialist to provide technical support for applications, digital systems, and websites. The successful candidate will assist end users, troubleshoot issues, manage inquiries, maintain technical documentation, and collaborate with technical teams to ensure effective issue resolution.
Key Responsibilities
- Provide
technical expertise and knowledge for applications and software systems.
- Deliver
technical support to internal teams and external users as required.
- Assist
with system integrations and application support activities.
- Manage
ticketing systems and maintain accurate records of inquiries and
resolutions.
- Maintain
and update technical documentation, procedures, and knowledge resources.
- Identify,
troubleshoot, and resolve technical issues.
- Coordinate
activities with local and international teams when required.
- Deliver
training and guidance to users and business teams.
- Prepare
maintenance plans and upgrade schedules for organizational systems.
- Develop
reports and support materials for business stakeholders.
- Support
end users through phone and written communication channels.
- Escalate
complex issues to appropriate technical teams when needed.
Qualifications & Experience
General Skills
- Experience
providing expertise and technical knowledge for applications or
application suites.
- Experience
responding to application-related inquiries and resolving issues through
ticket management processes.
- Experience
training end users and creating supporting documentation.
- Experience
troubleshooting and responding to user requests regarding managed
applications.
- Proven
ability to manage competing priorities and meet deadlines.
- Strong
customer service and relationship management experience.
- Strong
understanding of organizational computing systems.
- Ability
to explain technical concepts to non-technical users.
- Excellent
verbal and written communication skills.
- Strong
listening, critical thinking, and problem-solving abilities.
Required Skills
Core Skills
- Prior
experience in a help desk or application support role supporting end users
with IT or website-related issues.
- Experience
supporting users through phone and email channels.
- Experience
working with Interactive Voice Response (IVR) software and digital inquiry
management tools.
- Experience
supporting digital systems or websites.
- Ability
to efficiently research and identify answers to user inquiries.
- Experience
referring users to appropriate escalation channels and support partners.
- Strong
organizational skills and attention to inquiry tracking and logging.
- Experience
communicating technical issues to technical teams and translating
solutions for non-technical users.
- Ability
to manage competing priorities effectively.
Communication Skills
Bilingual Candidates
- Advanced
verbal and written communication skills in both English and French.
- Experience
communicating with non-technical end users in a helpdesk environment.
- Ability
to provide clear troubleshooting guidance.
- Strong
analytical, problem-solving, and decision-making skills.
- Ability
to remain calm and professional under pressure.
- Strong
active listening and conflict-resolution skills.
- Ability
to escalate challenging situations appropriately.
Non-Bilingual Candidates
- Advanced
verbal and written communication skills in English.
- Experience
communicating with non-technical end users in a helpdesk environment.
- Ability
to provide clear troubleshooting guidance.
- Strong
analytical, problem-solving, and decision-making skills.
- Ability
to remain calm and professional under pressure.
- Strong
active listening and conflict-resolution skills.
- Ability
to escalate challenging situations appropriately.
Preferred Experience
- Experience
and understanding of public sector environments and the delivery of
services to the public.
Additional Information
- 5
days onsite.
- Multiple
openings available, including bilingual and non-bilingual positions.
- Mandatory
in-person interview.
About Symbiotic Digital.
Symbiotic Digital provides the IT Experts you need that solve problems and get things done. See what the top 2% in their field can do for you. (Symbiotic Digital is a division of Symbiotic Group Inc.)
We serve customers in two ways, we provide:
- Digital
Experts: IT Consulting expertise. Bright Minds That Produce Proven Results
- Recruitment:
Find The Right People You Need
Serving IT & Business leaders, Symbiotic Digital provides a business system that enable us to provide the Expert Technical staff needed to solve challenging business and IT problems. IT leaders in the most reputable organizations in Canada have relied on Symbiotic Digital to help them staff difficult assignments with proven Experts uniquely evaluated by our proven QMS- Quality Management System Staff Development Model. We are a 100% Indigenous owned company.
Learn more online at https://www.symbioticgroup.com/home-sd/.
Please submit your most recent resume to: [email protected]
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