Senior Helpdesk Analyst Jobs

Project Overview:

The Application Help Desk Analyst position is responsible for providing front-line application support to stakeholders. The Help Desk supports inquiries from a range of stakeholders; learners, apprentices, schools, school authorities, post-secondary institutions, internal staff as well as the general public. These inquiries cover multiple online applications for various ministries that stakeholders need to access and use.

The successful candidate will be assigned initially to the business area for application support. However, this role may be reassigned to work in other business areas as required.

:

• Monitor the progress of proposed solutions while maintaining contact with the client so that they are also aware of the status of their inquiry.
• Coordinate Help Desk-related activities that require communications to the external stakeholders with business areas other departments. Ensure these communications are relayed to internal staff as well.
• Assign and maintain user IDs and passwords.
• Identification of future training needs.
• Work effectively through communication with technical and /or business teams to resolve client issues.
• Monitor trends in client inquiries that point to the need for further training within the client community; assist in the revision of related training material, and participate in training.
• Coordination of communication to external stakeholders, other staff and to internal staff.
• Collection and editing/validating/converting data.
• Maintain a repository of known problems/issues and related resolution/’work around’; and a repository of best practices, for each application.
• Communicating application errors found during call resolution and testing application when errors are resolved.
• Make arrangements with external stakeholders and internal staff for training and any other items as required.
• Regular status reports of all reported issues.
• Participate in related projects as required.
• Maintain an understanding of applications to ensure maximum support effectiveness.
• Utilize Help Desk software to enter tickets and retrieve logged calls for resolution, or forward pending inquiries to the next level of expert support.
• Develop and maintain documentation as required.
• Recording and classifying calls/inquiries in the Help Desk software application.
• Test end-user solutions, ‘bug-fixes’ and new features of applications to ensure they adequately address client concerns.
• Advise inquirers of any resolution to an inquiry.
• Receive and respond to inquiries related to applications supported by the Help Desk.

Requirements:

• Experience working with Microsoft Office suite of tools.
• Rational ClearQuest
• Experience supporting and collaborating directly with stakeholders and internal business areas. Ability to coordinate and communicate necessary information well to all clients.
• Must be residing within Canada
• Experience in user identity verification processes, and maintaining users IDs, passwords and accounts’ permission levels for business applications.
• BMC Remedy
• HEAT
• Experience as an Application Help Desk analyst working with stakeholders external to the organization.**Information on applications supported must be included in resume. Indicate functions-e.g. troubleshooting, customer service, application support, training.**External Users=users outside organization being supported-e.g. public customers, students, etc.
• Cherwell
• Experience in utilization of any of the following Help Desk software or equivalency:
• Experience with supporting multiple web based applications simultaneously.
• Must meet or exceed one of the following combinations of education or certification and experience in the resource role:- University degree Information Technology (IT), Business Management or related discipline & 1-yr Application Help Desk (HD) experience; - 2-yr diploma IT, Business Management or related discipline & 3-yr HD experience;- 1-yr certificate IT, Business Management or related discipline & 4-yr HD experience;- 5yrs experience working within a Help Desk
• MS Team Foundation Server

Location (work remotely, though must be available for onsite meetings when required):

J.G. O'Donoghue Building, 7000 - 113 Street NW, Edmonton, AB

Contract: 1 year and 11 months with possible extension

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