Senior Help Desk Analyst

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

📋 Description

• Deliver frontline application support mainly to the public utilizing online systems for the ministries of Education and Advanced Education.

• Collaborate directly with end users to diagnose and resolve technical issues.

• Manage and respond to inquiries related to applications.

• Inform inquirers of the resolutions to their inquiries.

• Log support tickets and manage calls using Help Desk software, escalating unresolved inquiries to specialized support when necessary.

• Collaborate with technical teams, business units, ministry resources, government agencies, and external partners to address issues.

• Monitor suggested solutions and keep clients updated on the status of their inquiries.

• Test solutions for end users, bug fixes, and new features of applications.

• Track inquiry trends and assist in updating training materials while engaging in training activities.

• Maintain databases of known issues, workarounds, and best practices for applications.

• Organize training sessions and other initiatives with external partners and internal personnel.

• Keep application knowledge current for efficient support.

• Assign and manage user IDs and passwords.

• Facilitate and communicate Help Desk information to external partners and internal teams.

• Engage in related projects.

• Create and maintain documentation.

• Record and categorize calls and inquiries.

• Report application errors discovered during resolution and test applications after errors have been fixed.

• Gather, edit, validate, and convert data.

• Identify future training requirements.

• Provide regular updates on the status of reported issues.

• Address data inconsistencies related to student records within the Stakeholder Registry (SHR) as assigned.

• Adhere to Help Desk policies, processes, and procedures.

• Identify and propose operational improvements and enhancements.

• Explore alternatives and suggest changes to business processes and systems.

• Engage in cross-training within the Help Desk setting.

⛳️ Requirements

• Demonstrated experience in providing application help desk support to end users.

• Capability to troubleshoot technical issues and resolve application-related inquiries.

• Proficiency in using Help Desk software to log tickets, retrieve calls, and escalate pending inquiries.

• Effective communication skills with both technical and business teams.

• Experience in testing end-user solutions, bug fixes, and new features of applications.

• Ability to maintain repositories of known issues, workarounds, and best practices.

• Competence in assigning and managing user IDs and passwords.

• Proficiency in collecting, editing, validating, and converting data.

• Experience in recording and categorizing calls and inquiries.

• Skills in developing and maintaining documentation.

• Ability to prepare regular status updates on reported issues.

• Knowledge of Help Desk policies, processes, and procedures.

• Ability to identify and recommend operational improvements and enhancements.

• Skills in investigating resolution options and suggesting changes to business processes and systems.

• Ability to participate in cross-training within a Help Desk environment.

• Educational qualifications are not specified.

🏝️ Benefits

• Opportunity for professional development and training.

• Collaborative and supportive work environment.

• Potential for career advancement within the organization.