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The recruiter in charge of this role is Leonard
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One of our Government clients is looking for an Application Help Desk Analyst – Government
Length: 7 months contract with possibility of extension
Location: Edmonton, Alberta – Mostly Remote but Candidates must be available for onsite meetings when required.
Hours of Operation: Monday to Friday, 8:15am – 4:30pm MDT
JOB DESCRIPTION
The Application Help Desk Analyst position is responsible for providing front line application support to stakeholders. The Help Desk supports inquiries from a range of stakeholders, learners, apprentices, schools, school authorities, post-secondary institutions, internal staff as well as the general public. These inquiries cover multiple on-line applications for various ministries that stakeholders need to access and use.
The resource will be assigned initially to the business area for application support. However, this role may be reassigned to work in other business areas as required.
DUTIES INCLUDE but not limited to:
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 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 application when errors are resolved.
• Coordination of communication to external stakeholders, other Government of Alberta staff and to internal staff.
• Collection and editing/validating/converting data.
• Identification of future training needs.
• Regular status reports of all reported issues.
DESIRED QUALIFICATIONS AND SKILLS:
• 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.
• Experience in planning/performing/monitoring User Acceptance testing
• 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.
• Experience in supporting post-secondary education systems and/or systems that support post-secondary education.
• Experience developing, reviewing and delivering user manuals and training materials.
• Experience documenting user requirements, business processes, and workflows.
• Experience working with MS SharePoint sites
• Experience supporting and collaborating directly with stakeholders, external (public users) and internal business areas. Ability to co-ordinate and communicate necessary information well to all clients.
• Experience as a Help Desk analyst working directly
EDUCATION AND EXPERIENCES:
Candidate must meet or exceed at least one of the following combinations of education or certification and experience in the resource role:
• University degree in Information Technology (IT), Business Management or related discipline & 1-yr Application Help Desk (HD) experience. Or,
• 2-yr diploma in IT, Business Management, or related discipline & 3-yr HD experience. Or,
• 1-yr certificate in IT, Business Management, or related discipline & 4-yr HD experience. Or,
• 5 yrs. experience working within a HD
Please note that this is the most up to date version of job description available at this time – During Client Interview you will receive additional information – variance may apply!
Please note: Adherence to our end client’s vaccination policy is a requirement
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