Senior Help Desk Analyst
Workiy Inc.
contract
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
Senior
About the role
- Provide front-line Help Desk support to external stakeholders and internal users.
- Receive, log, classify, and resolve inquiries using Help Desk software.
- Troubleshoot application, access, and user account issues.
- Assign and maintain user IDs and passwords.
- Escalate unresolved issues to higher-level technical or business teams.
- Communicate resolution status clearly to end users.
- Monitor issue trends and recommend training or process improvements.
- Test bug fixes, system enhancements, and new application features.
- Maintain documentation, knowledge bases, known-issue repositories, and best practices.
- Support user acceptance testing (UAT) activities.
- Assist with development and delivery of training materials and user manuals.
- Coordinate communications with external stakeholders and internal government teams.
- Participate in projects and continuous improvement initiatives.
- Produce regular status and issue reports.
- Ensure adherence to Help Desk policies, processes, and security standards.
Requirements
- 7+ years experience as an Application Help Desk Analyst supporting external stakeholders.
- 7+ years experience managing user identity verification, user IDs, and access controls.
- 7+ years experience using Help Desk / ticketing software.
- 7+ years experience supporting multiple web-based applications simultaneously.
- 7+ years experience working directly with clients and coordinating with technical and business teams.
- 7+ years experience using Microsoft Office Suite (Word, Excel, Outlook, etc.).
- Strong communication, documentation, and client service skills.
Benefits
- Eligibility for Enhanced Security Clearance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Help Desk supporttroubleshootinguser account managementuser acceptance testing (UAT)documentationissue resolutionprocess improvementbug testingapplication supportidentity verification
Soft skills
communicationclient servicedocumentation skillscoordinationproblem-solvingtraining developmentmonitoringreportingteam collaborationadaptability