Help Desk Analyst - Senior

Senior Help Desk Analyst
Duration: 1 years plus 6 months of possible extension
Location: Edmonton, AB (Remote)

Position Overview
We are seeking experienced Senior Help Desk Analysts to provide frontline application support for users accessing online systems. This role involves direct interaction with end users to troubleshoot technical issues, resolve inquiries, and ensure seamless access to supported applications.
The analyst will support multiple business areas and may be reassigned based on operational needs.

Project
AE Help Desk Support

Key Responsibilities
End-User Support

• Provide frontline technical support to users accessing online applications.
• Receive, log, classify, and respond to support inquiries using Help Desk tools.
• Troubleshoot application-related issues and provide timely resolutions.
• Assign and maintain user IDs and passwords.

Incident & Request Management

• Record and manage support tickets through Help Desk software.
• Escalate unresolved issues to appropriate technical teams.
• Monitor ticket progress and maintain regular communication with users.
• Provide status updates and ensure issue closure.

Application Support

• Test bug fixes, enhancements, and new features.
• Identify application errors and verify resolution.
• Maintain knowledge of supported systems for effective troubleshooting.

Documentation & Knowledge Management

• Maintain repository of known issues and workarounds.
• Develop and update support documentation.
• Track inquiry trends and identify training needs.
• Assist in creating user guides and training materials.

Stakeholder Coordination

• Collaborate with technical and business teams for issue resolution.
• Coordinate communications with internal and external stakeholders.
• Support training initiatives where required.

Operational Support

• Ensure adherence to help desk policies and procedures.
• Identify opportunities to improve service efficiency.
• Support data validation and discrepancy resolution.
• Contribute to projects and cross-functional initiatives.

Deliverables

• Provide ongoing application support to stakeholders.
• Log and manage all support requests accurately.
• Assist in resolving data discrepancies where required.
• Recommend system and process improvements.
• Participate in documentation and knowledge sharing.
• Support training and communication initiatives.

Mandatory Qualifications

• Bachelor s Degree or Diploma in IT, Computer Science, Engineering, Mathematics or equivalent.
• Eligibility for Enhanced Security Clearance.
• Minimum 4 years of experience in:
  • Application Help Desk support
  • User identity verification and account management
  • Help Desk software usage
  • Supporting multiple applications
  • Client interaction and stakeholder coordination
  • Microsoft Office Suite
• Minimum 1 year experience with:
  • Microsoft SharePoint (2005 or higher)

Nice to Have

• Experience developing user manuals or training materials
• Experience documenting business processes and workflows
• Experience supporting User Acceptance Testing (UAT)
• Experience supporting web-based applications