Description
A dedicated sector-facing help desk for SSMs and operators will support end users with inquiries about the use and navigation of the new child care and early years digital tool and direct users to any additional support they may need (e.g., Tier 2 technical support, local resources). This sector-facing help desk will be housed within EDU and directly managed/overseen by the Early Years Branch. Four Fee-For-Service (FFS) Application Support Specialists, intermediate level, are required for this help desk.
Responsibilities
- Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software Provides technical support to teams within the organization, and to external clients when required
- Assists with systems integrations Manages ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
- Maintains and updates technical documents and procedures Identifies and resolves technical issues
- Manages coordination at a local and international level where required Delivers regular and customized training to teams within the business
- Prepares maintenance plans and upgrades schedules for the organizations systems
- Develops reports for teams across the business
General Skills
- Experience providing expertise and technical knowledge about a specified application or suite of applications
- Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets as necessary
- Experience training end users on a variety of applications and creating documentation when necessary
- Experience responding to end-user requests by troubleshooting issues or questions regarding managed applications
- A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience
- Intimate knowledge of an organizations computing systems
- Ability to explain complex ideas to those with limited IT and systems knowledge
- Exceptional verbal and written communication skills
- Listening ability and patience
- Extraordinary customer service and relationship management experience
Core Skills - 50%
- Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues, in both English and French, both over-the-phone and by written correspondence (e.g., email)
- Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries
- Demonstrated experience with providing support for a digital system or website
- Demonstrated experience of knowing how to find answers to inquiries
- Demonstrated experience with referring users to alternate channels (e.g., escalation to technical partners, referrals to program areas)
- Ability to manage competing priorities
- Advanced organization skills to make sure that all inquiries are responded to properly logged
- Experience dealing with IT-related issues, and able to report issues to technical team to help find solutions for more complex application issues, and communicate findings to non technical users
Communication Skills - 45%
- Advanced verbal and written communication skills, in both English and French
- Demonstrated experience communication with non-technical end users in a helpdesk supporting capacity
- Ability to convey concise and direct communication to end users to troubleshoot issues
- Excellent analytical, problem-solving, and decision-making skills
- Demonstrated experience to stay calm and professional under stressful situations
- Ability to active listen and empathize with users to defuse tension and find collaborative solutions
- Ability to escalate challenging user situations to the appropriate level
Public Sector Experience - 5%
- Experience and understanding of the public sector and governments role in providing services to the public
Mandatory in-person interview. No exemptions will be made.
Must Have
Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues
Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries
Demonstrated experience with providing support for a digital system or website
Experience dealing with IT-related issues, and able to report issues to technical team to help find solutions for more complex application issues, and communicate findings to non technical users
Advanced verbal and written communication skills (in both English and French for Bilingual agents)
Excellent analytical, problem-solving, and decision-making skills
Nice To Have
Experience and understanding of the public sector and governments role in providing services to the public
Job Type & Location
This is a Contract position based out of Toronto, ON.
Pay And Benefits
The pay range for this position is $30.00 - $40.00/hr.
Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
Job Type & Location
This is a Contract position based out of Toronto, ON.
Workplace Type
This is a fully onsite position in Toronto,ON.
À propos de TEKsystems et TEKsystems Global Services
Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de lentreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises dAllegis Group. Découvrez dautres informations à TEKsystems.com.
Ordonnance sur légalité des chances de San Francisco: Conformément à lOrdonnance sur légalité des chances de San Francisco, pour tous les postes situés dans la ville et le comté de San Francisco, nous examinerons les candidatures des personnes qualifiées ayant un casier judiciaire ou des antécédents criminels.
Utilisation de lintelligence artificielle (IA): Nous pouvons utiliser lintelligence artificielle (IA) pour soutenir certaines étapes de notre processus dembauche, notamment la recherche, la présélection et lévaluation des candidatures. LIA aide à analyser les candidatures et les qualifications, mais les décisions finales sont prises par notre équipe de recrutement. En soumettant votre candidature, vous reconnaissez et acceptez que celle-ci puisse être examinée à laide doutils dIA.
About TEKsystems And TEKsystems Global Services
Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.econnaissez et acceptez que celle-ci puisse être examinée à laide doutils dIA.
