Service Desk Analyst

Symbiotic Group; Toronto; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

5 days onsite

Job summary

Symbiotic Group is seeking a Service Desk Analyst to provide application support and end-user assistance from our Toronto onsite location. You will troubleshoot issues, manage inquiries, maintain documentation, and collaborate with IT teams to resolve incidents promptly.

You will handle ticketing, train users, create knowledge resources, and develop reports for stakeholders. The role requires strong English and French communication, excellent customer service, and the ability to manage multiple

Qualifications

• Experience providing expertise for applications or application suites.
• Experience responding to application-related inquiries and resolving issues via ticketing processes.
• Experience training end users and creating supporting documentation.
• Experience troubleshooting managed applications and user requests.

Responsibilities

• Provide technical expertise for applications and software systems.
• Deliver technical support to internal teams and external users.
• 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 as 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 channels.
• Escalate complex issues to appropriate technical teams when needed.

Job description

Downtown Toronto (Harbourfront East / Union Station / Toronto Island), Canada

• City Downtown Toronto (Harbourfront East / Union Station / Toronto Island)
• Country Canada

Job Description

Position: Service Desk Analyst

Location: Toronto, ON (Onsite)

Role Overview

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

Key Responsibilities

• Providetechnical expertise and knowledge for applications and software systems.
  
• Delivertechnical support to internal teams and external users as required.
  
• Assistwith system integrations and application support activities.
  
• Manageticketing systems and maintain accurate records of inquiries andresolutions.
  
• Maintainand update technical documentation, procedures, and knowledge resources.
  
• Identify,troubleshoot, and resolve technical issues.
  
• Coordinateactivities with local and international teams when required.
  
• Delivertraining and guidance to users and business teams.
  
• Preparemaintenance plans and upgrade schedules for organizational systems.
  
• Developreports and support materials for business stakeholders.
  
• Supportend users through phone and written communication channels.
  
• Escalatecomplex issues to appropriate technical teams when needed.
  

Qualifications & Experience

General Skills

• Experienceproviding expertise and technical knowledge for applications orapplication suites.
  
• Experienceresponding to application-related inquiries and resolving issues throughticket management processes.
  
• Experiencetraining end users and creating supporting documentation.
  
• Experiencetroubleshooting and responding to user requests regarding managedapplications.
  
• Provenability to manage competing priorities and meet deadlines.
  
• Strongcustomer service and relationship management experience.
  
• Strongunderstanding of organizational computing systems.
  
• Abilityto explain technical concepts to non-technical users.
  
• Excellentverbal and written communication skills.
  
• Stronglistening, critical thinking, and problem-solving abilities.
  

Required Skills

Core Skills

• Priorexperience in a help desk or application support role supporting end userswith IT or website-related issues.
  
• Experiencesupporting users through phone and email channels.
  
• Experienceworking with Interactive Voice Response (IVR) software and digital inquirymanagement tools.
  
• Abilityto efficiently research and identify answers to user inquiries.
  
• Experiencereferring users to appropriate escalation channels and support partners.
  
• Strongorganizational skills and attention to inquiry tracking and logging.
  
• Experiencecommunicating technical issues to technical teams and translatingsolutions for non-technical users.
  

Communication Skills

• Advancedverbal and written communication skills in both English and French.
  
• Experiencecommunicating with non-technical end users in a helpdesk environment.
  
• Abilityto provide clear troubleshooting guidance.
  
• Stronganalytical, problem-solving, and decision-making skills.
  
• Abilityto remain calm and professional under pressure.
  
• Strongactive listening and conflict-resolution skills.
  
• Advancedverbal and written communication skills in both English and French.
  
• Experiencecommunicating with non-technical end users in a helpdesk environment.
  
• Abilityto provide clear troubleshooting guidance.
  
• Stronganalytical, problem-solving, and decision-making skills.
  
• Abilityto remain calm and professional under pressure.
  
• Strongactive listening and conflict-resolution skills.
  
• Advancedverbal and written communication skills in both English and French.
  
• Experiencecommunicating with non-technical end users in a helpdesk environment.
  
• Abilityto provide clear troubleshooting guidance.
  
• Stronganalytical, problem-solving, and decision-making skills.
  
• Abilityto remain calm and professional under pressure.
  
• Strongactive listening and conflict-resolution skills.
  

Preferred Experience

• Experienceand understanding of public sector environments and the delivery ofservices to the public.
  

Additional Information

• 5days onsite.
  
• Multipleopenings available, including bilingual and non-bilingual positions.
  
• Mandatoryin-person interview.
  

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

We serve customers in two ways, we provide:

• DigitalExperts: IT Consulting expertise. Bright Minds That Produce Proven Results
  
• Recruitment:Find The Right People You Need
  

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