Description

Project Name

AE Help Desk Support

Scope

The Application Help Desk Analyst role will provide front line support primarily to members of the public accessing various online systems in relation to the ministries of Education and Advanced Education. The analyst works directly with end users to troubleshoot technical issues.

The resource will be assigned to support various business areas for application support. However, this role may be reassigned to work in other business areas as required.

Duties

Help Desk Analyst works directly with end users to troubleshoot technical issues.

- 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.

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.

Working Hours

- Standard Hours of work are 08:15 – 16:30 Alberta time, Monday through Friday excluding holidays observed by the Province
- Work must be done from within Alberta, due to network and data security issues.

Notes on Location

- It is anticipated the role will be 100% remote, however in the event of an onsite meeting, the GoA does not pay for travel to attend on-site meetings, nor any expenses related to relocation, commuting, housing/accommodation, food/drink. At the time of providing such notice, the Province will advise of the expected duration of any such meetings or work sessions. However, time to travel and any associated expenses to and from Edmonton and/or travel within Alberta will be at no cost to the Province.

Equipment Requirements

- Contractor's resources shall be responsible for providing all of their equipment, including computers, software, printers, supplies, desks and chairs. However, the Province shall ensure that the Service Designer(s) have the necessary access and credentials to the GoA system. The computer's operating system must be a up-to-date version of Windows or MacOS that is compatible with Azure Virtual Desktop (AVD) and related software for remote access. Windows is preferred due to better compatibility. AVD/remote-related software will be installed on the resource's computer.

In the event that the Contractor's resources are directed to work in-person, the Province shall provide the requisite office space, furniture and office supplies. However, the Contractor's resources shall continue to be responsible for providing computers and software and the Province shall continue to ensure that the Contractor's resources have the necessary access and credentials to the GoA system.

The fixed rate quoted must be inclusive of all overhead, office space and equipment, including supplies, administrative burden, mark-up and all other costs to perform the Services for the duration of the Contract.

Incumbency

- Previously this role was filled by a contractor, however, for this and all other opportunities, the Ministry seeks the best person to fill the role.

Background Check Required

- A standard criminal record check will be required before commencing Services.
- An Enhanced Security Clearance may be required due to operational needs. The awarded Contractor's Resource must participate if required, which will be coordinated by GoA.

The Contractor's resources shall, at no cost to the Province, provide a current criminal record check. A Contractor's resources may be rejected if, in the opinion of the Province,



the criminal record is unacceptable.

Should a Contractor's resource require a Enhanced Security Clearance due to operational needs, the Contractor's resources must provide the Province with an Enhanced Security Clearance. A Contractor's resource may be rejected if, in the opinion of the Province, the Enhanced Security Clearance or equivalent is unacceptable. The Province does not receive any information specific to the reason an Enhanced Security Clearance may be rejected.

Participating law enforcement agencies only identify if an applicant's clearance is not accepted.

Acceptance by the Province of all Service Designer(s) requires written approval from the Province following acceptable security clearances.

Mandatory Training Courses

- Once hired the resource will be required to complete all mandatory training which includes but not limited to Freedom of Information and Protection of Privacy Act and Security awareness training. There may also be some optional courses as well.

Anticipated Interviews Dates

- will be held approximetly two (2) weeks after the closing date and time.

Refer to the Job Posting attachments for the proposed form of contract applicable to this Contingent Resource Request

Scoring Methodology

Financial/Pricing: 10%

Resource Qualifications: 20%

Interview Process: 70%

SUBMISSION MUST INCLUDE

- RESUME
- ALL REQUIRED EXPERIENCE MUST BE DESCRIBED IN RESUME UNDER THE JOB/PROJECT WHERE EXPERIENCE WAS ATTAINED.
- EACH JOB/PROJECT MUST CONTAIN THE TERM OF THE JOB/PROJECT IN THE FORMAT MMM/YYYY to MMM/YYYY.
- RESOURCE REFERENCES o Three references, for whom similar work has been performed, must be provided. The most recent reference should be listed first. Reference checks may or may not be completed to assist with scoring of the proposed resource.

Enable Skills-Based Hiring No QualificationAdditional Details

- Payment Terms : Y030 - within 30 days Due net|Y015
- Maximum Extension Term (Months) : 6

Qualification Assessment Must Have Attestation Yes/No - Attestation - Conflict of Interest Yes Education Yes/No - Bachelor degree or diploma in IT, Computer Science, Math or Engineering or equivalent... Yes Other Other - Eligibility for Enhanced Security Clearance – Yes/No Yes Work Experience Duration - Experience as an Application Help Desk Analyst in working with external stakeholders... 4 Duration - Experience in user identity verification processes, and maintaining user IDs... 4 Duration - Experience in utilization of any of the following Help Desk software or equivalency... 4 Duration - Experience working directly with clients, and coordinating with both external... 4 Duration - Experience working on supporting multiple applications for various stakeholders at one... 4 Duration - Experience working with Microsoft Office tool suites. 4 Nice to Have Work Experience Duration - Experience developing and delivering user manuals and training materials. 1 Duration - Experience documenting user requirements, business processes, and workflows. 1 Duration - Experience in planning/performing/monitoring User acceptance testing. 1 Duration- Experience providing end user operational system support, including data... 1 Duration - Experience supporting web-based systems with knowledge of various internet browsers... 1 Duration -Microsoft SharePoint 2005 and higher - Experience with the design, dev... 1

📌 Help Desk Analyst - Senior (Edmonton)
🏢 Teckhorizon
📍 Edmonton