WCB Alberta

About WCB Alberta

Position Overview: eBusiness Help Desk Analyst eBusiness Support Edmonton Permanent and Temporary Full-Time Positions 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 and IVR) and manage escalated issues to resolution. Demonstrate clear and concise communication skills in order to provide phone, written and some face to face customer service and training to eBusiness clients. May require occasional travel and training of new team members. Assume total call ownership including problem recognition and tracking, troubleshooting, resolution and follow-up. Apply creative and critical thinking to all assignments – projects, troubleshooting, email, etc. 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. Actively participate on system projects as assigned - by being accountable for representing the team and end-users (requirements gathering, detailed design, UAT, change management), preparing the team to support the system, and becoming the team's subject matter expert. Qualifications: (candidates with lesser qualifications may be initially considered for eBusiness Help Desk Analyst I or developmental opportunities) 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. Excellent written and verbal communication skills including outstanding listening skills. Ability to respond with clarity and professionalism is essential, resolving issues quickly and effectively. Ability to effectively develop and deliver presentations and training. Decision making, critical thinking and self-starter are key qualities. Ability to multi task, committed to continuous skill development, and a positive strong team player. Equivalencies may be considered. Salary: Salary will be evaluated based on candidate’s skills and experience. Salary Range 7 - 9 from $51,468 to $68,412 per annum. Note: The temporary, full-time position is for approximately 12 months, with the possibility of extension. Please submit resumes quoting competition #J0220-0154. External candidates will also be considered.

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