Role Overview

We are seeking an experienced Service Desk Analyst/Application
Support Specialist to provide technical support for applications, digital
systems, and websites. The successful candidate will assist end users,
troubleshoot issues, manage inquiries, maintain technical documentation, and
collaborate with technical teams to ensure effective issue resolution.

Key Responsibilities

• 
  Provide
  technical expertise and knowledge for applications and software systems.
• 
  Deliver
  technical support to internal teams and external users as required.
• 
  Assist
  with system integrations and application support activities.
• 
  Manage
  ticketing systems and maintain accurate records of inquiries and
  resolutions.
• 
  Maintain
  and update technical documentation, procedures, and knowledge resources.
• 
  Identify,
  troubleshoot, and resolve technical issues.
• 
  Coordinate
  activities with local and international teams when required.
• 
  Deliver
  training and guidance to users and business teams.
• 
  Prepare
  maintenance plans and upgrade schedules for organizational systems.
• 
  Develop
  reports and support materials for business stakeholders.
• 
  Support
  end users through phone and written communication channels.
• 
  Escalate
  complex issues to appropriate technical teams when needed.

Qualifications & Experience

General Skills

• 
  Experience
  providing expertise and technical knowledge for applications or
  application suites.
• 
  Experience
  responding to application-related inquiries and resolving issues through
  ticket management processes.
• 
  Experience
  training end users and creating supporting documentation.
• 
  Experience
  troubleshooting and responding to user requests regarding managed
  applications.
• 
  Proven
  ability to manage competing priorities and meet deadlines.
• 
  Strong
  customer service and relationship management experience.
• 
  Strong
  understanding of organizational computing systems.
• 
  Ability
  to explain technical concepts to non-technical users.
• 
  Excellent
  verbal and written communication skills.
• 
  Strong
  listening, critical thinking, and problem-solving abilities.

Required Skills

Core Skills

• 
  Prior
  experience in a help desk or application support role supporting end users
  with IT or website-related issues.
• 
  Experience
  supporting users through phone and email channels.
• 
  Experience
  working with Interactive Voice Response (IVR) software and digital inquiry
  management tools.
• 
  Experience
  supporting digital systems or websites.
• 
  Ability
  to efficiently research and identify answers to user inquiries.
• 
  Experience
  referring users to appropriate escalation channels and support partners.
• 
  Strong
  organizational skills and attention to inquiry tracking and logging.
• 
  Experience
  communicating technical issues to technical teams and translating
  solutions for non-technical users.
• 
  Ability
  to manage competing priorities effectively.

Communication Skills

Bilingual Candidates

• 
  Advanced
  verbal and written communication skills in both English and French.
• 
  Experience
  communicating with non-technical end users in a helpdesk environment.
• 
  Ability
  to provide clear troubleshooting guidance.
• 
  Strong
  analytical, problem-solving, and decision-making skills.
• 
  Ability
  to remain calm and professional under pressure.
• 
  Strong
  active listening and conflict-resolution skills.
• 
  Ability
  to escalate challenging situations appropriately.

Non-Bilingual Candidates

• 
  Advanced
  verbal and written communication skills in English.
• 
  Experience
  communicating with non-technical end users in a helpdesk environment.
• 
  Ability
  to provide clear troubleshooting guidance.
• 
  Strong
  analytical, problem-solving, and decision-making skills.
• 
  Ability
  to remain calm and professional under pressure.
• 
  Strong
  active listening and conflict-resolution skills.
• 
  Ability
  to escalate challenging situations appropriately.

Preferred Experience

• 
  Experience
  and understanding of public sector environments and the delivery of
  services to the public.

Additional Information

• 
  5
  days onsite.
• 
  Multiple
  openings available, including bilingual and non-bilingual positions.
• 
  Mandatory
  in-person interview.

About Symbiotic Digital.

Symbiotic Digital provides the IT Experts you need that
solve problems and get things done. See what the top 2% in their field can do
for you. (Symbiotic Digital is a division of Symbiotic Group Inc.)

We serve customers in two ways, we provide:

1. 
   Digital
   Experts: IT Consulting expertise. Bright Minds That Produce Proven Results
2. 
   Recruitment:
   Find The Right People You Need

Serving IT & Business leaders, Symbiotic Digital
provides a business system that enable us to provide the Expert Technical staff
needed to solve challenging business and IT problems. IT leaders in the most
reputable organizations in Canada have relied on Symbiotic Digital to help them
staff difficult assignments with proven Experts uniquely evaluated by our
proven QMS- Quality Management System Staff Development Model. We are a 100%
Indigenous owned company.

Learn more online at
https://www.symbioticgroup.com/home-sd/
.

Please submit your most recent resume to:
RecDep@symbioticgroup.com

View All Jobs online at:
https://www.symbioticgroup.com/view-jobs/