eBusiness Help Desk Analyst I

Job Title:
eBusiness Help Desk Analyst I

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

Job Location:
Edmonton, Alberta

eBusiness Support, Help Desk Services - Edmonton

Temporary/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:

• 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.

Qualifications:

• Undergraduate degree or diploma, preferably in business or information management.
• Help desk certificate or willingness to obtain.
• Strong technical aptitude with the ability to interpret problems and issues from novice and experienced users of eBusiness applications. Ability to perform problem solving and understand root cause analysis.
• Proven ability to work effectively with computer technology. Aptitude to learn new technology quickly.
• Apply creative and critical thinking.
• 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.

SALARY:
$56,552.00 to $62,802.00 per annum (Pay grade 7)

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.

Note:
The temporary, full-time position is for 6 - 12 months, with the possibility of extension or becoming permanent. External candidates will also be considered.

Final candidates for this position are required to undergo a security clearance as a condition of employment.

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.

Please apply online by submitting a cover letter and resume to wcb.ab.ca/careers. We thank all applicants for their interest; however, only candidates under consideration will be contacted.

Closing Date:
July 16, 2024