One of our major government clients is looking for a Sr. Help Desk Analyst (BMC Remedy, Cherwell, Rational Clear, HEAT)
Length: 30 months contract with a huge possibility of extension
Location: Edmonton, AB - Remote
Hours: 7.25 Hrs a day.
'The start date of this job is flexible and in order to find the best candidate the job may remain open much longer than the date mentioned on this posting... or you may be asked to start sooner than the expected start date if you are able to do so !'
Please read the job description below. If this interests you, please send a MS-Word version copy of your resume (ASAP) along with a telephone contact number: E-mail to employed@teamrecruiter.com
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The recruiter in charge of this role is Manvir
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Requirements:
DESCRIPTION:
The Application Help Desk Analyst role will provide front line support primarily to members of the public and post-secondary institutions who require assistance with Alberta Post-Secondary Application System (APAS) is an online application and transcript transfer system that anyone can use to apply to undergraduate programs at one or more of Alberta's post-secondary institutions.
The resource will be assigned initially to the business area for application support. However, this role may be reassigned to work in other business areas as required.
RESPONSIBILITIES:
The resource will be responsible for delivering the following services:
The Application Help Desk Analyst provides application support to stakeholders.
May be responsible and accountable for resolving data discrepancies related to student data within Stakeholder Registry (SHR).
Utilizes Help Desk software to log all incoming calls into the appropriate categories, retrieve the correct response, and if required, forwards pending inquiries to the next level of expert support.
Participate in related projects as required.
Develop and maintain documentation as required.
Ensures all Help Desk related policy, process and procedures are followed to track and monitor all incoming calls.
Improves operations efficiency and effectiveness by identifying and recommending changes and enhancements.
Contact ministry resources to resolve problems and investigate alternatives for resolution and recommends solutions for implementing business process and systems changes.
May co-ordinate Help Desk related activities that require communications to the external stakeholders with business areas
Cross trains within Help Desk environment as required.
Qualifications:
MUST HAVE QUALIFICATIONS:
1. Collaboration - Various Stakeholders
Experience supporting and collaborating directly with stakeholders, external (public users) and internal business areas. Ability to co-ordinate and communicate necessary information well to all clients.
2. Application Help Desk Analyst
Experience as an Application Help Desk analyst working with stakeholders external to the organization.
**Information on applications supported must be included in resume. Indicate functions-e.g. troubleshooting, customer service, application support, training.
3. Help Desk software
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.
4. Microsoft Office
Experience working with Microsoft Office tool suites.
5. Multiple web-based applications
Experience with supporting multiple web based applications simultaneously.
6. User Verification
Experience in user identity verification processes, and maintaining user IDs, passwords and accounts permission levels for business applications.
NICE TO HAVE:
Excellent verbal and written communication skills and ability to interact professionally with a diverse group.
Ability to learn quickly, problem solve/troubleshoot, work independently and in a team.
Time Management
Ability to manage stress and conflict.
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.
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.
Experience using Microsoft SharePoint.
Experience with post-secondary education and/or education systems and/or systems that support post-secondary education.
Experience documenting user requirements, business processes, and workflows.
Experience developing and delivering user manuals and training materials.
Experience in planning/performing/monitoring User acceptance testing.
Please note that this is the most up to date version of job description available at this time - During Client Interview you will receive additional information - variance may apply !
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We thank all applicants for their interest. Only those who meet the qualifications will be contacted through telephone/email. You are encouraged to register with us in our database to be considered for future positions available.
Please note: Adherence to our end client's vaccination policy is a requirement
Have a great day.
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