Client Support Analyst

4 weeks ago

Edmonton, Canada WCB Alberta Full time

Careers - WCB Alberta

Job Title:
Client Support Analyst

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

Job Location:
Edmonton, Alberta

As a member of the Help Desk Services team, Client Support Analysts are responsible for providing a single point of contact for WCB staff with information technology questions and issues. Applications are invited from self-motivated, customer service focused individuals.

Your responsibilities:

- Deliver a positive client experience by resolving and managing issues within SLA requirements.
- Assume total call ownership; including problem recognition, troubleshooting, resolution, pro-active and regular follow-up and ticket management.
- Be a strong contributor in the team’s success by achieving client-focused service targets, and actively maintaining the knowledgebase to ensure solutions are current.
- Identify key opportunities to continuously improve service levels and the client experience.
- Support clients during extended hours of operation.
- Represent Help Desk Services by actively participating on system projects as required.

Your experience and skills:

- Graduate from a recognized university or institute of technology in a computer related discipline, combined with expertise in the IT industry.
- Help Desk certificate or willingness to obtain.
- Experience on a help desk and/or call centre is required, with the ability to solve problems and understand root cause analysis.
- Excellent customer service skills including active listening and communication; both verbal and written are essential.
- A+ and ITIL certification an asset.
- Committed to ongoing skill development and able to learn and adapt to new technology quickly.
- Strong interpersonal skills, troubleshooting skills and ability to manage multiple ongoing priorities.

We offer competitive salaries, a comprehensive benefits package, flexible work schedules and hybrid work opportunities that foster a healthy work-life balance, supportive leadership, and a caring and collaborative work environment. For more information, please see our

Employee Handbook


**Salary**: Salary will be based on skills and experience.

Client Support Analyst I - $56,223 to $66,101 per annum (Pay Grade 8)

Client Support Analyst II - $69,419 to $81,653 per annum (Pay Grade 10)

Career - WCB Alberta

Posting Date: November 22, 2023

Closing Date: December 6, 2023

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