Ebusiness Help Desk Analyst I/ii

6 days ago

Edmonton, Canada WCB Alberta Full time

Careers - WCB Alberta

Job Title:
eBusiness Help Desk Analyst I/II

**Job Type**:
Temporary Long Term (Fixed Term) / Full time

Job Location:
Edmonton, Alberta

eBusiness Help Desk Analyst I/II

eBusiness Support, Help Desk Services - Edmonton

Temporary and Permanent Full-Time Position

As an eBusiness Help Desk Analyst, you will be responsible for providing a single point of contact for all external users of WCB’s eBusiness systems. Providing end-user support, training and marketing of online services are key components for the eBusiness Support Team.

**Responsibilities**:
Analyst I
- Provide end-user support of eBusiness systems (web, mobile and IVR) and manage escalated issues to resolution.
- Administer security - User ID and password management.
- Promote features/benefits of myWCB - a change champion for system take-up, marketing and retention.
- Consistently demonstrate excellent communication and customer service skills to maintain a high level of customer satisfaction.
- Assume total call ownership including problem recognition and tracking, troubleshooting, resolution and follow-up.

Analyst II (includes Analyst I responsibilities):

- Also provide support through clear and concise written communication, and some face to face customer service and training to eBusiness clients.
- Represent eBusiness Support on projects related to customer online systems - requirements gathering, testing, change management.
- Ability to effectively develop and deliver presentations and training.

Qualifications:

- Undergraduate degree or diploma, preferably in business or information management.
- Help desk certificate or willingness to obtain.
- Proven ability to work effectively with computer technology. Aptitude to learn new technology quickly.
- Excellent written and verbal communication skills including outstanding listening skills. Ability to respond with clarity and professionalism is essential, resolving issues quickly and effectively.
- Decision making and self-starter are key qualities.
- Ability to multi task, committed to continuous skill development, and a positive team player.
- Equivalencies may be considered.

HDA I Salary Range 7 from $54,904.00 to $60,972.00 per annum

HDA II Salary Range 9 from $ 62,057.00 to $ 72,983.00 per annum

We offer a competitive salary, a comprehensive benefits package, flexible work schedules and hybrid work opportunities that foster a healthy work-life balance. You’ll work with supportive leaders and skilled professionals in a caring and collaborative work environment. For more information, please see our Employee Handbook, available on our website.

We are committed to providing equal opportunity to all qualified persons, without regard to race, colour, religion or national origin, gender (or gender identity or expression), age, sexual orientation, physical or mental disability. Equal opportunity is provided in employment, promotions, and wages.

Closing Date: February 24, 2024

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