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Help Desk Analyst

Help Desk Analyst

Global Technical TalentEdmonton, AB
30+ days ago
Salary
CA$29.00 hourly
Job type
  • Full-time
Job description

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