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 skilled 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

📌 Service Desk Analyst (Toronto)
🏢 Symbiotic Group
📍 Toronto