Position Title: GOAPRDJP00001036 - Senior Help Desk Analyst

Location: Edmonton, Alberta, Canada – (Remote)

Mode: Contract

Position Overview The successful candidate will work directly with end users to investigate, troubleshoot, document, and resolve application-related issues. The role requires strong customer service, technical troubleshooting, communication, documentation, and coordination skills, with the ability to work effectively across multiple business areas and enterprise applications.

The resource may be assigned to different business areas based on operational requirements and will be expected to support multiple applications and stakeholder groups simultaneously.

Key Responsibilities

- Provide front-line application help desk support to external stakeholders and end users.
- Receive, investigate, troubleshoot, and respond to application-related inquiries.
- Identify appropriate resolutions and clearly communicate solutions to clients.
- Log, categorize, track, update, and close incidents and service requests using Help Desk/ticketing systems.
- Escalate unresolved or complex issues to appropriate technical or business support teams.
- Coordinate with technical teams, business areas, ministry resources, and external stakeholders to resolve client issues.
- Monitor the progress of outstanding issues and maintain regular communication with clients regarding resolution status.
- Test application fixes, enhancements, current functionality, and end-user solutions to confirm that issues have been adequately addressed.
- Identify recurring issues and trends that may indicate additional training or process improvements are required.
- Develop, maintain, and update repositories of known problems, resolutions, workarounds, and best practices.
- Support the development, revision, and delivery of user training and related training materials.
- Maintain an in-depth understanding of supported applications to maximize help desk effectiveness.
- Assign and maintain user IDs, passwords, and appropriate account permissions.
- Coordinate Help Desk communications with external stakeholders, internal ministry business areas, and other Government of Alberta departments.




- Ensure relevant communications are accurately relayed to internal staff and affected stakeholders.
- Document application errors identified during troubleshooting and communicate issues to appropriate teams.
- Retest applications after defects or errors have been resolved.
- Collect, edit, validate, and convert data as required.
- Maintain regular status reports for reported and outstanding issues.
- Participate in application-related projects and initiatives as required.
- Develop and maintain technical, operational, and support documentation.
- Cross-train with other Help Desk team members and provide support across multiple application areas.
- Identify opportunities to improve Help Desk operational efficiency and effectiveness and recommend process or system enhancements.
- Investigate alternative solutions and recommend appropriate business process or system changes.

Additional Application Support Responsibilities The successful candidate may also be responsible for:

- Resolving data discrepancies related to student information within the Stakeholder Registry (SHR).
- Ensuring Help Desk policies, processes, and procedures are followed consistently.
- Supporting multiple enterprise applications and stakeholder groups concurrently.
- Coordinating activities requiring communication between external stakeholders and Government of Alberta business areas.
- Supporting business and technical teams in investigating issues and determining appropriate resolutions.

Mandatory Qualifications

Education

- Bachelor's degree or diploma in Information Technology, Computer Science, Mathematics, Engineering, or a related discipline.
- Equivalent education and professional experience may be considered.

Required Professional Experience

Candidates must demonstrate a minimum of 4 years of experience in each of the following areas:

Application Help Desk Support





- Experience working as an Application Help Desk Analyst supporting external stakeholders.
- Experience providing technical assistance, troubleshooting, and training for inquiries related to large-scale enterprise applications.
- The applications supported must be clearly identified in the candidate's resume.

User Identity and Access Management

- Experience with user identity verification processes.
- Experience maintaining user IDs, passwords, user accounts, and permission levels for business applications.

Help Desk / Ticketing Systems

- Experience using Help Desk or service management software such as:
- BMC Remedy
- Cherwell
- Microsoft Team Foundation Server
- Rational ClearQuest
- HEAT
- Or an equivalent Help Desk/ticketing platform.

Stakeholder and Client Communication

- Experience working directly with clients and external stakeholders.
- Experience coordinating with internal business areas and technical teams to ensure issues and communications are appropriately managed.

Multi-Application Support

- Experience supporting multiple applications for different stakeholder groups simultaneously.

Microsoft Office

- Demonstrated experience working with Microsoft Office applications and productivity tools.

Nice-to-Have Qualifications

- At least 1 year of experience developing and delivering user manuals, training materials, and other end-user documentation.
- At least 1 year of experience documenting user requirements, business processes, procedures, and workflows.
- At least 1 year of experience planning, performing, and/or monitoring User Acceptance Testing (UAT).
- At least 1 year of experience providing end-user operational system support involving data collection, data editing, data validation, and data conversion within enterprise systems containing user information.
- At least 1 year of experience supporting web-based applications across multiple internet browsers and devices, including Chrome, Microsoft Edge, Firefox, Safari, and Internet Explorer.
- At least 1 year of experience with the design, development, implementation, integration, and support of Microsoft SharePoint 2005 or later versions.

📌 Senior Help Desk Analyst (Canada)
🏢 BuzzClan
📍 Canada