Role overview

Pay Range: $50.00hr - $55.00hr

Job Overview:

The Application Help Desk Analyst role will provide front-line support primarily to members of the public accessing various online systems in relation to education ministries. The analyst works directly with end-users to troubleshoot technical issues and will be assigned to support various business areas for application support.

Duties:

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, ensuring 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, government staff, and internal staff.
Collect, edit, validate, and convert data.
Identify future training needs.
Provide regular status reports of all reported issues.

Services and Responsibilities:

Provide application support to stakeholders.
Resolve data discrepancies related to student data within the Stakeholder Registry (SHR).
Utilize Help Desk software to log all incoming calls into the appropriate categories, retrieve the correct response, and forward pending inquiries to the next level of expert support if required.
Ensure all Help Desk related policies, processes, and procedures are followed to track and monitor all incoming calls.
Improve operations efficiency and effectiveness by identifying and recommending changes and enhancements.
Contact organization resources to resolve problems and investigate alternatives for resolution, recommending solutions for implementing business process and systems changes.
Cross-train within the Help Desk environment as required.

Must Have:

Bachelor's degree or diploma in IT, Computer Science, Math, Engineering, or equivalent experience.
Consent to a Criminal Records Check and Enhanced Security Clearance including a credit check prior to commencement.
4+ years of experience as an Application Help Desk Analyst working with external stakeholders, providing assistance, troubleshooting, and training for inquiries in large-scale enterprise applications.
4+ years of experience in user identity verification processes, maintaining user IDs, passwords, and account permission levels for business applications.
4+ years of experience utilizing Help Desk software such as BMC Remedy, Cherwell, MS Team Foundation Server, Rational Clear Quest, HEAT, or equivalent.
4+ years of experience working directly with clients and coordinating with both external stakeholders and internal business areas.
4+ years of experience supporting multiple applications for various stakeholders simultaneously.
4+ years of experience working with Microsoft Office tool suites.

Nice to Have:

1+ years of experience developing and delivering user manuals and training materials.
1+ years of experience documenting user requirements, business processes, and workflows.
1+ years of experience in planning, performing, and monitoring User Acceptance Testing (UAT).
1+ years of experience providing end-user operational system support, including data collection, editing, validation, and conversion within an enterprise system.
1+ years of experience supporting web-based systems across various web browsers (Google Chrome, Edge, Firefox, Safari, etc.).
1+ years of experience with the design, development, implementation, integration, and support of Microsoft SharePoint 2005 and higher.