Job at a glance
Seeking an experienced Application Support / Help Desk Specialist to provide front-line support for a public sector digital platform. The candidate will assist end users through phone and email, troubleshoot application/website issues, log and track inquiries using IVR/ticketing tools, and elevate complex technical issues to appropriate support teams. Strong customer service, communication, analytical, troubleshooting and problem-solving skills are essential.
Bilingual English/French candidates are required for 2 of the 4 openings. This is a 5-days onsite role in Toronto with a mandatory in-person interview. Required Skillset Strong in Help Desk / Service Desk / Application Support Comfortable providing support over the phone and through email Experienced supporting websites or digital applications Experienced with IVR systems and digital tools used to log/track inquiries Able to troubleshoot application/IT issues Able to determine whether an issue can be resolved at the help-desk level or needs escalation to Tier 2/technical teams Capable of explaining technical issues to non-technical users Very strong in customer service, active listening, empathy and de-escalation Highly organized because every inquiry needs to be properly logged and tracked Strong analytical and problem-solving ability For 2 of the 4 openings, English + French bilingual capability is mandatory Government/public-sector experience is desirable but only carries 5% weighting #J-18808-Ljbffr