Senior Application Help Desk Analyst - Remote / Telecommute

Job Title: Senior Application Help Desk Analyst - Remote / Telecommute

Job Location: Edmonton, AB

Job Type: Contract

Pay Range: $50.00hr - $55.00hr

Job Overview:

The Application Help Desk Analyst role will provide front-line support primarily to members of the public accessing various online systems in relation to education ministries. The analyst works directly with end-users to troubleshoot technical issues and will be assigned to support various business areas for application support.

Duties:

• Receive and respond to inquiries related to applications supported by the Help Desk.
• Advise inquirers of any resolution to an inquiry.
• Utilize Help Desk software to enter tickets and retrieve logged calls for resolution, or forward pending inquiries to the next level of expert support.
• Work effectively through communication with technical and/or business teams to resolve client issues.
• Monitor the progress of proposed solutions while maintaining contact with the client so that they are also aware of the status of their inquiry.
• Test end-user solutions, bug-fixes , and new features of applications to ensure they adequately address client concerns.
• 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.
• Maintain a repository of known problems/issues and related resolution/ work around , and a repository of best practices for each application.
• Make arrangements with external stakeholders and internal staff for training and any other items as required.
• Maintain an understanding of applications to ensure maximum support effectiveness.
• Assign and maintain user IDs and passwords.
• Coordinate Help Desk related activities that require communications to the external stakeholders with business areas, ensuring these communications are relayed to internal staff as well.
• Participate in related projects as required.
• Develop and maintain documentation as required.
• Record and classify calls/inquiries in the Help Desk software application.
• Communicate application errors found during call resolution and test applications when errors are resolved.
• Coordinate communication to external stakeholders, government staff, and internal staff.
• Collect, edit, validate, and convert data.
• Identify future training needs.
• Provide regular status reports of all reported issues.

Services and Responsibilities:

• Provide application support to stakeholders.
• Resolve data discrepancies related to student data within the Stakeholder Registry (SHR).
• Utilize Help Desk software to log all incoming calls into the appropriate categories, retrieve the correct response, and forward pending inquiries to the next level of expert support if required.
• Ensure all Help Desk related policies, processes, and procedures are followed to track and monitor all incoming calls.
• Improve operations efficiency and effectiveness by identifying and recommending changes and enhancements.
• Contact organization resources to resolve problems and investigate alternatives for resolution, recommending solutions for implementing business process and systems changes.
• Cross-train within the Help Desk environment as required.

Must Have:

• Bachelor s degree or diploma in IT, Computer Science, Math, Engineering, or equivalent experience.
• Consent to a Criminal Records Check and Enhanced Security Clearance including a credit check prior to commencement.
• 4+ years of experience as an Application Help Desk Analyst working with external stakeholders, providing assistance, troubleshooting, and training for inquiries in large-scale enterprise applications.
• 4+ years of experience in user identity verification processes, maintaining user IDs, passwords, and account permission levels for business applications.
• 4+ years of experience utilizing Help Desk software such as BMC Remedy, Cherwell, MS Team Foundation Server, Rational Clear Quest, HEAT, or equivalent.
• 4+ years of experience working directly with clients and coordinating with both external stakeholders and internal business areas.
• 4+ years of experience supporting multiple applications for various stakeholders simultaneously.
• 4+ years of experience working with Microsoft Office tool suites.

Nice to Have:

• 1+ years of experience developing and delivering user manuals and training materials.
• 1+ years of experience documenting user requirements, business processes, and workflows.
• 1+ years of experience in planning, performing, and monitoring User Acceptance Testing (UAT).
• 1+ years of experience providing end-user operational system support, including data collection, editing, validation, and conversion within an enterprise system.
• 1+ years of experience supporting web-based systems across various web browsers (Google Chrome, Edge, Firefox, Safari, etc.).
• 1+ years of experience with the design, development, implementation, integration, and support of Microsoft SharePoint 2005 and higher.

== ==

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities