Intermediate Application Support Specialist
Information Systems
Application / Software Development
Your Role
Position: Intermediate Application Support
Duration: 9 Months assignment (contract)
Client Location: Toronto (Onsite: 7.25 hours/day between 8:00 AM and 5:00 PM, Monday to Friday)
Engagement Model: Professional Services Engagement – B2B (Incorporated Entities Only)
Note on Assignment Type
This position is provisionally Onsite, requiring 7.25 hours per calendar day between 8:00 AM and 5:00 PM, Monday to Friday (excluding breaks). Conditions may change based on organizational requirements and at the discretion of the Hiring Manager.
About the Engagement
Akkodis is seeking an experienced Intermediate Application Support Specialist to provide application and end-user support services for digital platforms and online services. The successful consultant will act as a primary point of contact for users requiring assistance with applications, websites, and digital systems, ensuring inquiries are resolved efficiently and professionally.
The consultant will leverage strong troubleshooting, communication, and customer service skills to support users, manage inquiries, document resolutions, and collaborate with technical teams to address complex issues. This role requires the ability to communicate technical information clearly to non-technical users while maintaining a high standard of customer experience.
Scope
Provide first-line application support for users experiencing issues with digital systems, websites, and software applications.
Respond to inquiries received via phone, email, web forms, and other communication channels.
Utilize Interactive Voice Response (IVR) systems and digital tools to track, manage, and resolve inquiries.
Troubleshoot technical and application-related issues and escalate complex matters to technical support teams when required.
Assignment Deliverables
Timely resolution of end-user inquiries and application support requests.
Accurate logging and tracking of inquiries, incidents, and escalation activities.
Knowledge base articles, troubleshooting guides, and user support documentation.
Application issue reports and recommendations for service improvements.
User training materials and support resources.
Expertise Required
Must Have:
Demonstrated experience in a help desk or application support role, supporting end users with IT-related or website-related issues.
Experience providing support for digital systems, applications, or websites.
Demonstrated experience working with Interactive Voice Response (IVR) software and inquiry management tools.
Experience troubleshooting application-related issues and escalating complex technical issues appropriately.
Experience maintaining accurate records of inquiries, incidents, and resolutions.
Strong analytical, problem-solving, and decision-making skills.
Ability to manage competing priorities in a fast-paced service environment.
Nice to Have:
Experience developing user guides, training materials, and knowledge management documentation.
Experience supporting high-volume public-facing applications or services.
Security Clearance
Required.
Important
This is a business-to-business engagement. Candidates must represent an incorporated entity, hold a valid business number, maintain appropriate insurance, and invoice for services rendered.
How to Apply
Submit your resume in confidence via the Akkodis Canada website.
We thank all applicants for their interest in this opportunity. Only candidates meeting the above qualifications will be contacted for further discussions.
Accessibility:
At Akkodis, part of The Adecco Group, our purpose is simple: to make the future work for everyone. We live our values, Passion, Collaboration, Inclusion, Courage, and Customers at Heart, by fostering a workplace where diversity is celebrated and every voice matter. We encourage applications from individuals of all backgrounds and identities. Together, we’re making the future work for everyone.
Ref: 1643279