[Hiring] Senior Help Desk Analyst @emergiTEL

Role Description

The Application Help Desk Analyst role will provide front-line support primarily to members of the public accessing various online systems in relation to the ministries of Education and Advanced Education. The analyst works directly with end users to troubleshoot technical issues. The resource will be assigned to support various business areas for application support. However, this role may be reassigned to work in other business areas as required.

Key Responsibilities

• Help Desk Support
  • 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.
• Coordination & Communication
  • 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.
  • Record and classify calls/inquiries in the Help Desk software application.
  • Communicate application errors found during call resolution and test applications when errors are resolved.
  • Coordinate communication to external stakeholders, other Government of Alberta staff, and internal staff.
  • Collect, edit, validate, and convert data.
  • Identify future training needs.
  • Provide regular status reports of all reported issues.
• Services & Deliverables
  • Provide application support to stakeholders.
  • May be responsible and accountable for resolving data discrepancies related to student data within Stakeholder Registry (SHR).
  • Utilize Help Desk software to log all incoming calls into the appropriate categories, retrieve the correct response, and if required, forward pending inquiries to the next level of expert support.
  • Participate in related projects as required.
  • Develop and maintain documentation as required.
  • Ensure all Help Desk related policy, process, and procedures are followed to track and monitor all incoming calls.
  • Improve operations efficiency and effectiveness by identifying and recommending changes and enhancements.
  • Contact ministry resources to resolve problems and investigate alternatives for resolution, and recommend solutions for implementing business process and systems changes.
  • May coordinate Help Desk related activities that require communications to external stakeholders with business areas.
  • Cross-train within the Help Desk environment as required.

Qualifications

• University degree or college diploma in Information Technology, Business Administration, or a related discipline.
• An equivalent combination of education and experience may be considered.

Requirements

• 2+ years of experience in a Help Desk, Application Support, or IT Support role.
• Experience providing front-line support to end users.
• Experience troubleshooting technical issues and resolving client inquiries.
• Experience using Help Desk ticketing software (e.g., ServiceNow, Remedy, Jira Service Management, or similar).
• Experience testing end-user solutions, bug fixes, and new features.
• Experience maintaining documentation and knowledge repositories.
• Experience coordinating communication with internal and external stakeholders.
• Experience maintaining user IDs and passwords.
• Experience with data collection, validation, and conversion.
• Experience providing status reports on reported issues.
• Public sector experience is an asset.
• Experience with student data systems or the Stakeholder Registry (SHR) is an asset.

Knowledge & Competencies

• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong client-service orientation.
• Ability to work effectively with technical and business teams.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities and deliverables.
• Ability to work independently and within a team environment.

Work Requirements

• Work must be done from within Alberta, Canada due to network and data security issues.
• This is a remote position.
• Standard hours of work are 08:15 – 16:30 Alberta Time, Monday through Friday, excluding holidays observed by the Province.