Project Overview

Ministry of Education is launching a new child care and early years digital tool that will be used by service system managers, operators, and families. A dedicated sector-facing help desk for SSMs and operators will support end users with inquiries about the use and navigation of the new digital tool and direct users to any additional support they may need.

Key Responsibilities

Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software
Provides technical support to teams within the organization, and to external clients when required
Assists with systems integrations
Manages ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
Maintains and updates technical documents and procedures
Identifies and resolves technical issues
Manages coordination at a local and international level where required
Delivers regular and customized training to teams within the business
Prepares maintenance plans and upgrades schedules for the organization’s systems
Develops reports for teams across the business

Qualifications & Requirements

REQUIRED

Must be able to work 5 days onsite per week
Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues
Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries
Demonstrated experience with providing support for a digital system or website
Experience dealing with IT-related issues, and able to report issues to technical team to help find solutions for more complex application issues, and communicate findings to non technical users
Advanced verbal and written communication skills (in both English and French for bilingual agents)
Excellent analytical, problem-solving, and decision-making skills
Experience providing expertise and technical knowledge about a specified application or suite of applications
Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets as necessary
Experience training end users on a variety of applications and creating documentation when necessary
Experience responding to end-user requests by troubleshooting issues or questions regarding managed applications
Intimate knowledge of an organization’s computing systems
Ability to explain complex ideas to those with limited IT and systems knowledge
Exceptional verbal and written communication skills
Listening ability and patience
Extraordinary customer service and relationship management experience
Critical thinking skills
A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience

NICE TO HAVE

Experience and understanding of the public sector and government’s role in providing services to the public

EVALUATION CRITERIA

Bilingual Agents

Core Skills - 50%

Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues, in both English and French, both over-the-phone and by written correspondence (e.g., email)
Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries
Demonstrated experience with providing support for a digital system or website
Demonstrated experience of knowing how to find answers to inquiries
Demonstrated experience with referring users to alternate channels (e.g., escalation to technical partners, referrals to program areas)
Ability to manage competing priorities
Advanced organization skills to make sure that all inquiries are responded to properly logged
Experience dealing with IT-related issues, and able to report issues to technical team to help find solutions for more complex application issues, and communicate findings to non technical users

Communication Skills - 45%

Advanced verbal and written communication skills, in both English and French
Demonstrated experience communication with non-technical end users in a helpdesk supporting capacity
Ability to convey concise and direct communication to end users to troubleshoot issues
Excellent analytical, problem-solving, and decision-making skills
Demonstrated experience to stay calm and professional under stressful situations
Ability to active listen and empathize with users to defuse tension and find collaborative solutions
Ability to escalate challenging user situations to the appropriate level

Public Sector Experience - 5%

Experience and understanding of the public sector and government’s role in providing services to the public

Non-Bilingual Agents