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
• 
  Critical thinking skills

Requirements

Experience and Skill Set Requirements:

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

Nice to Have:

• 
  Experience and understanding of the public sector and
  government’s role in providing services to the public

Skill Set Requirements:

Bilingual agents:

Core Skills:

• 
  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:

• 
  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:

• 
  Experience and understanding of the public sector and
  government’s role in providing services to the public

Non-bilingual agents:

Core Skills:

• 
  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:

• 
  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:

• 
  Experience and understanding of the public sector and
  government’s role in providing services to the public