Business Desk Analyst-6830

emergiTEL Inc.; Calgary; On-site; CAD 41,000 - 45,000; Full time

Job summary

emergiTEL is hiring an End-User Support Analyst for our client in the Information Technology industry. This is a 10 months Contract role, on-site in Calgary, AB.

The role focuses on end-user support, incident management, and testing activities, with responsibilities including diagnosing incidents, guiding users, and documenting interactions for escalation.

Compensation is $30–$33 per hour (T4) and the position requires Calgary on-site availability.

Qualifications

• Strong end-user support and client communication skills.
• Proven technical desk support experience.

Responsibilities

• End-User Support: Provide step-by-step guidance for production accounting tasks related to the application; Perform initial diagnosis and assist in resolving incidents using a knowledge base; Diagnose and resolve predefined incident types accurately; Respond to client emails in a timely and professional manner; Provide clients with appropriate contact numbers when required; Share contact information for relevant government ministries and industry bodies; Assist clients in navigating government websites and resources.

Skills

End-user support

Client communication

Desk support

Job description

emergiTEL is hiring an End-User Support Analyst for our client in the Information Technology industry. This is a 10 months Contract role.

Compensation: ($30 - $33/hour T4)

Location: Calgary, AB (On-site, Downtown)

Job Description:

End-User Support

• Provide step-by-step guidance for production accounting tasks related to the application.
• Perform initial diagnosis and assist in resolving incidents using a knowledge base.
• Diagnose and resolve predefined incident types accurately.
• Respond to client emails in a timely and professional manner.
• Provide clients with appropriate contact numbers when required.
• Share contact information for relevant government ministries and industry bodies.
• Assist clients in navigating government websites and resources.

Application Testing

• Support testing of monthly application releases.
• Create and maintain test cases.
• Execute test cases and accurately record results.

Incident Management

• Document client interactions using the incident management tool.
• Assign and elevate issues to second-level Subject Matter Experts (SMEs).
• Use incident management tools to keep management informed of trends and recurring issues.
• Provide regular updates to clients on the status of their issues.

Requirements / Top Skills

• Strong end-user support and client communication skills.
• Proven technical desk support experience.

Vacancy Status / Statut du poste

This is an active position currently open for hiring. / Ce poste est activement ouvert au recrutement.

Use of Artificial Intelligence / Utilisation de l'intelligence artificielle

No artificial intelligence (AI) is used in the screening or selection process. All applications are reviewed by our recruitment team. / Aucune intelligence artificielle (IA) n'est utilisée dans le processus de présélection ou de sélection. Toutes les candidatures sont examinées par notre équipe de recrutement.

Equal Opportunity / Égalité des chances

emergiTEL is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of background. Hiring decisions are based solely on skills, experience, and qualifications relevant to the role. / emergiTEL s'engage à créer un milieu de travail diversifié et inclusif. Nous accueillons les candidatures de toutes les personnes qualifiées, quel que soit leur parcours. Les décisions d'embauche sont basées uniquement sur les compétences, l'expérience et les qualifications pertinentes pour le poste.