Are you adept at troubleshooting technical issues while maintaining strong stakeholder relationships? We're seeking a skilled Help Desk Analyst to join our Edmonton government client, where you'll directly engage with both internal and external stakeholders, providing timely assistance and support for enterprise applications. If you're ready to leverage your IT expertise and contribute to impactful projects within a dynamic environment, apply now!
...
Advantages
• Opportunity to directly impact the efficiency and effectiveness of key business processes through application support and troubleshooting.
• Engage with a diverse range of stakeholders, both internal and external, fostering valuable relationships and expanding professional networks.
• Work autonomously, making independent decisions and prioritizing tasks to manage workload effectively.
• Collaborate with business teams on SharePoint migrations and enhancements, contributing to the evolution of our technology landscape.
• Contribute to the development and maintenance of documentation, ensuring transparency and knowledge sharing across the organization.
Responsibilities
• 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.
Qualifications
Must Have
Education
M1Bachelor degree or diploma in IT, Computer Science, Math or Engineering or equivalent experience.
Other
M2Proposed resource has agreed to a Criminal Records Check and Enhanced Security Clearance prior to commencement.
Work Experience
M34 years - Experience as an Application Help Desk Analyst in working with external stakeholders, and providing assistance, troubleshooting,
training to inquiries in large-scale enterprise applications (information on applications supported must be included in claimed experience).
M44 years - Experience in user identity verification processes, and maintaining user IDs, passwords and accounts permission levels for business
applications.
M54 years - Experience in utilization of any of the following Help Desk software or equivalency: BMC Remedy, Cherwell, MS Team Foundation
Server, Rational Clear Quest, HEAT, etc.
M64 years - Experience working directly with clients, and coordinating with both external stakeholders and internal business areas to ensure
communications are relayed to all parties.
M74 years - Experience working on supporting multiple applications for various stakeholders at one time.
M84 years - Experience working with Microsoft Office tool suites.
Desirable:
Work Experience
N12 years - Experience developing and delivering user manuals and training materials.
N22 years - Experience documenting user requirements, business processes, and workflows.
N32 years - Experience in planning/performing/monitoring User acceptance testing.
N42 years - 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.
N52 years - 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.
N62 years - Experience using Microsoft SharePoint.
Summary
Join our client and be at the forefront of transforming government service delivery in Alberta. If you're ready to leverage your expertise, drive innovation, and make a tangible difference in the lives of citizens, please apply directly to this job ad or reach out to your Randstad Digital representative immediately!
P.S. Don’t forget that when you update your profile on Randstad.ca it helps us find you faster when we do have roles that match your skills! So even if this role isn’t for you please update your profile so we can find you!
We look forward to supporting you in your job search!
Good luck!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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Are you adept at troubleshooting technical issues while maintaining strong stakeholder relationships? We're seeking a skilled Help Desk Analyst to join our Edmonton government client, where you'll directly engage with both internal and external stakeholders, providing timely assistance and support for enterprise applications. If you're ready to leverage your IT expertise and contribute to impactful projects within a dynamic environment, apply now!
Advantages
• Opportunity to directly impact the efficiency and effectiveness of key business processes through application support and troubleshooting.
• Engage with a diverse range of stakeholders, both internal and external, fostering valuable relationships and expanding professional networks.
• Work autonomously, making independent decisions and prioritizing tasks to manage workload effectively.
• Collaborate with business teams on SharePoint migrations and enhancements, contributing to the evolution of our technology landscape.
• Contribute to the development and maintenance of documentation, ensuring transparency and knowledge sharing across the organization.
Responsibilities
...
• 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.
Qualifications
Must Have
Education
M1Bachelor degree or diploma in IT, Computer Science, Math or Engineering or equivalent experience.
Other
M2Proposed resource has agreed to a Criminal Records Check and Enhanced Security Clearance prior to commencement.
Work Experience
M34 years - Experience as an Application Help Desk Analyst in working with external stakeholders, and providing assistance, troubleshooting,
training to inquiries in large-scale enterprise applications (information on applications supported must be included in claimed experience).
M44 years - Experience in user identity verification processes, and maintaining user IDs, passwords and accounts permission levels for business
applications.
M54 years - Experience in utilization of any of the following Help Desk software or equivalency: BMC Remedy, Cherwell, MS Team Foundation
Server, Rational Clear Quest, HEAT, etc.
M64 years - Experience working directly with clients, and coordinating with both external stakeholders and internal business areas to ensure
communications are relayed to all parties.
M74 years - Experience working on supporting multiple applications for various stakeholders at one time.
M84 years - Experience working with Microsoft Office tool suites.
Desirable:
Work Experience
N12 years - Experience developing and delivering user manuals and training materials.
N22 years - Experience documenting user requirements, business processes, and workflows.
N32 years - Experience in planning/performing/monitoring User acceptance testing.
N42 years - 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.
N52 years - 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.
N62 years - Experience using Microsoft SharePoint.
Summary
Join our client and be at the forefront of transforming government service delivery in Alberta. If you're ready to leverage your expertise, drive innovation, and make a tangible difference in the lives of citizens, please apply directly to this job ad or reach out to your Randstad Digital representative immediately!
P.S. Don’t forget that when you update your profile on Randstad.ca it helps us find you faster when we do have roles that match your skills! So even if this role isn’t for you please update your profile so we can find you!
We look forward to supporting you in your job search!
Good luck!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
show more