GOAPRDJP000001036 – Help Desk Analyst – Senior

S M Software Solutions Inc; Edmonton; Remote; CAD 70,000 - 90,000; Full time

Job summary

The Government of Alberta seeks an experienced Senior Help Desk Analyst to deliver frontline application support for large-scale enterprise systems. You will assist end users and external stakeholders, verify user identities, manage accounts and permissions, and document resolutions.

Role focuses on Education and Advanced Education ministries, with remote work options. Strong collaboration with internal teams and external partners is essential to ensure timely, quality support and training

Qualifications

• Experience as an Application Help Desk Analyst supporting external stakeholders.
• Experience in user identity verification and managing user IDs/passwords.
• Experience with Help Desk software such as BMC Remedy, Cherwell, MS TFS, Rational ClearQuest, HEAT.
• Experience coordinating with clients and internal teams to ensure clear communications.
• Experience supporting multiple applications for diverse stakeholders.
• Experience using Microsoft Office tool suites.

Responsibilities

• Provide frontline support to end users for enterprise applications.
• Enter and track tickets using Help Desk software; escalate where needed.
• Communicate resolutions clearly to clients and stakeholders.
• Coordinate with external stakeholders and internal staff for training and information sharing.
• Maintain and update documentation, knowledge bases, and best practices.
• Monitor and report on trends to identify training needs and improvements.

Skills

Help Desk Ops

User identity verification

Stakeholder comms

Troubleshooting

End-user training

Tools

BMC Remedy

Cherwell

MS TFS

Rational ClearQuest

HEAT

Job description

Client: Government of Alberta - GOAPRDJP000001036

We are seeking an experienced Senior Help Desk Analyst to provide frontline application support to end users and external stakeholders accessing large-scale enterprise applications for the Government of Alberta. The successful candidate will have strong experience in application help desk operations, user identity verification, account and permission management, troubleshooting, stakeholder communication, Help Desk software, application support, documentation, testing, and end-user training.

The role will primarily support various online systems associated with the ministries of Education and Advanced Education, working directly with end users to troubleshoot technical issues and ensure timely and effective resolution of application-related inquiries.

Role Snapshot

• Job Title: GOAPRDJP000001036 - Help Desk Analyst - Senior
• Client: Government of Alberta
• Work Location: 7000 - 113 ST, Edmonton, Alberta, CAN, T6H 5T6
• Work Arrangement: Remote
• Estimated Start Date: October 19, 2026
• Estimated End Date: March 31, 2027
• Business Days: 113.00
• Estimated Hours per Day: 7.25
• Maximum Extension Term: 6 Months

Must Have

• Experience as an Application Help Desk Analyst in working with external stakeholders, and providing assistance, troubleshooting, training to inquiries in large-scale enterprise applications. Information on applications supported must be included in claimed experience. 4 years
• Experience in user identity verification processes, and maintaining user IDs, passwords and accounts permission levels for business applications. 4 years
• 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 years
• Experience working directly with clients, and coordinating with both external stakeholders and internal business areas to ensure communications are relayed to all parties. 4 years
• Experience working on supporting multiple applications for various stakeholders at one time. 4 years
• Experience working with Microsoft Office tool suites. 4 years

Nice Have

• Experience developing and delivering user manuals and training materials. 1 year
• Experience documenting user requirements, business processes, and workflows. 1 year
• Experience in planning/performing/monitoring User Acceptance Testing (UAT). 1 year
• 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. 1 year
• 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. 1 year
• Experience with the design, development, implementation, integration, and support of Microsoft SharePoint 2005 and higher. 1 year

Description

Scope

The Application Help Desk Analyst role will provide frontline 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.

Resource Responsibilities and 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.

You have received this message either as a result of contacting our company to express interest in employment or as a result of posting your resume in a location that can be accessed by recruiters or HR specialists, which suggests an interest in being contacted about employment opportunities.