PROJECT OVERVIEW:
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.
RESPONSIBILITIES:
• The Application Help Desk Analyst provides application support to stakeholders.
• May be responsible and accountable for resolving data discrepancies related to student data within Stakeholder Registry (SHR).
• Utilizes Help Desk software to log all incoming calls into the appropriate categories, retrieve the correct response, and if required, forwards pending inquiries to the next level of expert support.
• Participate in related projects as required.
• Develop and maintain documentation as required.
• Ensures all Help Desk related policy, process and procedures are followed to track and monitor all incoming calls.
• Improves operations efficiency and effectiveness by identifying and recommending changes and enhancements.
• Contact ministry resources to resolve problems and investigate alternatives for resolution, and recommends solutions for implementing business process and systems changes.
• May co-ordinate Help Desk related activities that require communications to the external stakeholders with business areas
• Cross trains within Help Desk environment as required.
WORK REQUIREMENTS:
• 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, government 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:
• Must meet or exceed one of the following combinations of education or certification and experience in the resource role:
• University degree-Information Technology (IT), Business Management or related discipline & 1-yr Application Help Desk (HD) experience;
• 2-yr diploma-IT, Business Management or related discipline & 3-yr HD experience.
• 1-yr certificate-IT, Business Management or related discipline & 4-yr HD experience.
• 5yrs of experience working within a Help Desk
• 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 with supporting multiple web-based applications simultaneously.
• Experience as an Application Help Desk analyst working directly with stakeholders external to the organization. Indicate functions, e.g. assistance troubleshooting,
• Experience in user identity verification processes, and maintaining users IDs, passwords and accounts’ permission levels for business applications.
NICE TO HAVES:
• 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
URGENT: Please read the job description above. If this interests you, apply to the job with your most updated resume, including your contact number and email address.
The recruiter in charge of this role is Fathiya.
If you do not think you are a match for this opportunity, but know someone who is, feel free to forward this job description to them and you will be eligible for a referral bonus upon a successful hire.
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.
Please visit the TEAMRECRUITER website to review other CAREER OPPORTUNITIES!
gbi est à la recherche d’un.e adjoint.e à la direction avec de l’expérience en génie-conseil pour notre bureau de Montréal....
Apply For This JobCompany Description Spectrum Health Care is hiring a Human Resources Manager to join our team to support our Toronto and...
Apply For This JobChelsea Avondale is the world’s most cutting-edge home insurance group. We have developed the most sophisticated risk modelling and platform...
Apply For This JobCompany Description As a company founded and run by an artist, it’s our mission to provide talented artists with the...
Apply For This JobCe que nous offrons : Un salaire compétitif avec des opportunités d’avancement et de développement de carrière; Formule...
Apply For This JobAbout Flow Capital Flow Capital provides founder-friendly growth capital for high-growth companies across North America and the UK through minimally...
Apply For This Job