Help Desk Analyst
Scope :
Court Technology Services (CTS) requires additional Help Desk resources to support the increasing Courts / Justices IT environment.
These resources will provide backfill at the Junior / Intermediate level to allow the CTS staff to focus on service development and improvement initiatives.
Project Name : Desktop Resource Enhancement Project
Duties :
Help Desk Analyst works directly with end users to troubleshoot technical issues.
- 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 (within the ministry and other government departments).
Ensure these communications are relayed to internal staff as well.
- Participate in related projects as required.
- Develop and maintain documentation as required.
- Recording and classifying calls / inquiries in the Help Desk software application.
- Communicating application errors found during call resolution and testing applications when errors are resolved.
- Coordination of communication with external stakeholders, other staff, and to internal staff.
- Collection and editing / validating / converting data.
- Identification of future training needs.
- Regular status reports of all reported issues.
Must Haves :
- Experience as an Application Help Desk Analyst in working with external stakeholders, and providing assistance, troubleshooting, and training to inquiries in large-scale enterprise applications (information on applications supported must be included in claimed experience). years
- Experience in user identity verification processes, and maintaining user IDs, passwords, and accounts permission levels for business applications. years
- Experience in utilization of any of the following Help Desk software or equivalency : BMC Remedy, Cherwell, MS Team Foundation Server, Rational Clear Quest, HEAT, etc. years
- Experience working directly with clients, and coordinating with both external stakeholders and internal business areas to ensure communications are relayed to all parties. years
- Experience working on supporting multiple applications for various stakeholders at one time. years
- Experience working with Microsoft Office tool suites. years
Nice to Have
- Experience developing and delivering user manuals and training materials. years
- Experience documenting user requirements, business processes, and workflows. years
- Experience in planning / performing / monitoring User acceptance testing. years
- Experience providing end-user operational system support, including data collection, data editing, data validation, and data conversion within an enterprise system that contains user information. years
- Experience supporting web-based systems with knowledge of various internet browsers using multiple devices, including but not limited to Internet Explorer, Google Chrome, Edge, Firefox, and Safari. years
- Experience using Microsoft SharePoint. years
Notes :
- Work must be done from within Alberta, due to network and data security issues.
- Hybrid role- -days per week on-site required
gttca
LI-GTT
30+ days ago