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). yearsExperience in user identity verification processes, and maintaining user IDs, passwords, and accounts permission levels for business applications. yearsExperience in utilization of any of the following Help Desk software or equivalency : BMC Remedy, Cherwell, MS Team Foundation Server, Rational Clear Quest, HEAT, etc. yearsExperience working directly with clients, and coordinating with both external stakeholders and internal business areas to ensure communications are relayed to all parties. yearsExperience working on supporting multiple applications for various stakeholders at one time. yearsExperience working with Microsoft Office tool suites. yearsNice to Have
Experience developing and delivering user manuals and training materials. yearsExperience documenting user requirements, business processes, and workflows. yearsExperience in planning / performing / monitoring User acceptance testing. yearsExperience providing end-user operational system support, including data collection, data editing, data validation, and data conversion within an enterprise system that contains user information. yearsExperience 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. yearsExperience using Microsoft SharePoint. yearsNotes :
Work must be done from within Alberta, due to network and data security issues.Hybrid role- -days per week on-site requiredgttca
LI-GTT