Application Support Specialist - Intermediate
Innosystech Inc
Job Title: Application Support Specialist - Intermediate
Location: Toronto, Ontario
Work Model: Onsite
Duration: 8 months
Extension: 1 Time
2 Non-bilingual agents and 2 Bilingual agents
Must Haves
- 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
- Mandatory in-person interview. No exemptions will be made.
Description / Responsibilities / Skills
Responsibilities
- Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software
- 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
- Delivers regular and customized training to teams within the business
- Prepares maintenance plans and upgrades schedules for the organization's systems
- Develops reports for teams across the business
General Skills
- Experience training end users on a variety of applications and creating documentation when necessary
- A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience
- Ability to explain complex ideas to those with limited IT and systems knowledge
- Extraordinary customer service and relationship management experience
- Listening ability and patience
Deliverables
- Comprehensive database of queries and resolutions kept up to date
- Technical documents and procedures maintained and updated
- Regular and customized training delivered to teams
- Maintenance plans and upgrades schedules prepared
- Reports developed for teams across the business
Experience & Skill Set Requirements
Core Skills - 50%
- 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
Communication Skills - 45%
- 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
- 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 government's role in providing services to the public
Vacancy posted 1 day ago
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