Help Desk Analyst

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

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