Service Desk Analyst

Symbiotic Digital•Toronto, ON

6d•Onsite

About The Position

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.

Requirements

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.
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.
Advanced verbal and written communication skills in both English and French (for bilingual candidates).
Advanced verbal and written communication skills in English (for non-bilingual candidates).
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.

Nice To Haves

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

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.