Level 1 &2Help Desk Specialist

Turtle Island Staffing; Canada; On-site; CAD 30,000 - 60,000; Full time

Job summary

A staffing agency in Canada is seeking a user support specialist to assist employees with the Workday Financial System. The role involves providing both basic and advanced support, monitoring service compliance, and developing training materials. Ideal candidates should be bilingual in English and French, with strong communication skills and experience in user assistance. This position offers opportunities for training and professional growth.

Qualifications

• Strong communication skills in both English and French.
• Ability to provide basic and advanced user support.
• Experience with collaborative tools like Microsoft Office.

Responsibilities

• Provide live assistance to users via email or MS Teams.
• Track customer service feedback and improve support.
• Assist in managing financial information transactions.

Job description

Level 1 Tasks

• 5.1 Review quick users guides and become familiar with content.
• 5.2 May be required to attend training sessions.
• 5.3 Provide basic user support such as walking users through steps and processes defined in Quick Reference Guides.
• 5.4 Liaise with users and finance technical staff and provide live assistance to users using the Workday Financial System by email or over MS Teams.
• 5.5 Ensure responses to employees are provided in their official language of choice.
• 5.6 Provide guidance to users based on existing job aids provided.
• 5.7 Track customer service feedback.
• 5.8 Perform initial triage of all requests, refer advanced user requests to the Intermediate Helpdesk Specialist.
• 5.9 Log, track and summarize user questions using collaborative Microsoft Office tools such as SharePoint, so that they may be used to improve user support, tools and job aids.
• 5.10 Assist in the management, development, processing of protected B financial information such as supporting data entry, saving documentation in proper repository and processing client finance transactions as required.
• 5.11 Respond to basic employee requests within same or next business day from receipt of request.

Level 2 Tasks

• 5.12 Review quick users guides and become familiar with content.
• 5.13 May be required to attend training sessions.
• 5.14 Provide advanced user support such as searching beyond information provided in Quick Reference Guides, it may require consultation with subject matter experts and/or technical staff or research into potential solutions.
• 5.15 Liaise with users and finance technical staff and provide live assistance to users using the Workday Financial System by email or over MS Teams.
• 5.16 Record solutions to advanced user questions for future reference.
• 5.17 Monitor compliance with service standard on basic requests.
• 5.18 Provide updates to users on advanced user support requests within 2-5 business days until resolved.
• 5.19 Refer complex questions to the appropriate subject matter/technical experts Questions such as cross multiple areas of the financial system and financial management expertise. These questions require consultation with multiple subject matter and technical experts or may require in-depth system knowledge.
• 5.20 Update job aids based on user feedback, adjust responses, and support based on customer service feedback.
• 5.21 Develop and maintain a listing of Frequently Asked Questions (FAQ).
• 5.22 Conduct bi-annual user satisfaction surveys and analyze problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends.
• 5.23 Develop, implement and participate in the distribution of helpdesk process documentation (including development of the tracking log and triaging tool).
• 5.24 Assist in the development of a comprehensive training plan for help desk procedures and material.
• 5.25 Assist in the training/on-boarding of junior helpdesk specialists.