Help Desk Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver first-line application Help Desk assistance to external stakeholders and end users

• Receive, categorize, document, track, and resolve inquiries related to applications

• Record and manage tickets utilizing Help Desk/ticketing software

• Diagnose issues and offer resolutions or alternative solutions

• Escalate unresolved matters to the relevant technical or business teams

• Maintain communication with clients throughout the resolution process

• Collaborate with internal teams from the Government of Alberta and external stakeholders

• Assist with the creation, maintenance, and verification of user IDs/passwords

• Examine and resolve data inconsistencies, especially concerning student information within the Stakeholder Registry (SHR)

• Test bug fixes, application modifications, and new features

• Communicate application defects discovered during troubleshooting/testing

• Keep records of known issues, workarounds, best practices, and support documentation

• Develop and revise user manuals and training resources

• Identify recurring issues and potential training needs

• Gather, edit, validate, and convert data as necessary

• Compile regular status updates on reported issues

• Engage in application/support-related projects

• Adhere to Help Desk policies, procedures, and processes

• Identify opportunities to enhance Help Desk efficiency and effectiveness

• Cross-train within the Help Desk environment

⛳️ Requirements

• Bachelor’s degree or diploma in IT, Computer Science, Mathematics, Engineering, or a related field

• Over 4 years of experience as an Application Help Desk Analyst supporting external stakeholders

• More than 4 years of experience with user identity verification, user IDs, passwords, and account management

• At least 4 years of experience utilizing Help Desk/ticketing software for ticket logging, categorization, tracking, resolution, and escalation

• More than 4 years of experience working directly with clients/end users and coordinating with both external and internal stakeholders

• Over 4 years of experience supporting various applications for different stakeholder groups

• 4+ years of experience with the Microsoft Office Suite

• Proficient in troubleshooting application issues and coordinating solutions with technical and business teams

• Experience in testing bug fixes, application improvements, and new features

• Familiarity with maintaining support documentation, known issues, workarounds, and best practices

• Nice-to-have: 1+ year of experience in developing and delivering user manuals and training materials

• Nice-to-have: 1+ year of experience documenting user requirements, business processes, and workflows

• Nice-to-have: 1+ year of experience planning, conducting, or monitoring User Acceptance Testing (UAT)

• Nice-to-have: 1+ year of experience providing end-user operational system support, including data-related assistance

• Nice-to-have: 1+ year of experience supporting web-based applications and troubleshooting across various internet browsers

• Nice-to-have: 1+ year of experience with Microsoft SharePoint 2005 or higher, including design, development, or support

🏝️ Benefits

• Opportunity for remote work

• Monday to Friday schedule, from 8:15 AM to 4:30 PM Alberta time

• Exemption from provincial holidays