CLDRSRC10044 - Application Support Specialist/HelpDesk Agent - Toronto - Onsite

Our client require four(4) helpdesk agents (2 Non-bilingual agents and 2 Bilingual agents ).This position will require the consultant to work from the Toronto office location 5 days per week.

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 government's role in providing services to the public

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 organization's 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 organization's 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

Experience and Skill Set Requirements

Bilingual Agents

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 government's role in providing services to the public

Non-bilingual Agents

Core Skills - 50%

Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues, 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

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 government's role in providing services to the public