Help Desk Analyst
Workiy Inc.
contract
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
SeniorLead
Tech Stack
ServiceNow
About the role
- This is a remote position.
- Project Name: Alberta Post Secondary Application System Support- ACPS-VIP Services
- Receive and respond to inquiries related to applications supported by the Help Desk team.
- Respond to escalated inquires received by VIP team
- Assist users with creation of requests in BERNIE (ServiceNow) and follow up as needed
- Collaborate with business teams to migrate remaining SP2016 sites to SharePoint Online
- Collaborating with stakeholders to gather requirements for SharePoint solutions and enhancements
- Managing SharePoint permissions, user access, and security settings
- 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.
- 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.
- Participate in related projects as required.
- Develop and maintain documentation as required.
- 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.
- Identification of future training needs.
- Regular status reports of all reported issues.
Requirements
- Experience as an Application Help Desk Analyst in working with external stakeholders - 7 years
- Experience in user identity verification processes, and maintaining user IDs - 7 years
- Experience in utilization of any of the following Help Desk software or equivalency - 7 years
- Experience working directly with clients, and coordinating with both external - 7 years
- Experience working on supporting multiple applications for various stakeholders - 7 years
- Experience working with Microsoft Office tool suites - 7 years
- Microsoft SharePoint 2005 and higher - Experience with the design, dev - 7 years
- Experience developing and delivering user manuals and training materials - 4 years
- Experience documenting user requirements, business processes, and workflows - 4 years
- Experience in planning/performing/monitoring User acceptance testing - 4 years
- Experience providing end user operational system support - 4 years
- Experience supporting web-based systems with knowledge of various internet browsers - 4 years
Benefits
- Competitive salary
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Help Desk softwareMicrosoft SharePoint 2005user identity verificationuser acceptance testingdocumentation of user requirementsbusiness processesworkflowsend user operational system supportweb-based systemsinternet browsers
Soft skills
communicationcollaborationclient issue resolutionstakeholder coordinationtraining needs identificationdocumentation developmentproblem-solvingmonitoring progressinquiry resolutionuser support