Help Desk Analyst

Cynet systems Inc; Alberta; On-site; CAD 50,000 - 70,000; Full time

Job summary

A technology solutions company in Canada, Alberta, is looking for a Help Desk Analyst to troubleshoot and resolve technical issues for end users. The role involves managing help desk inquiries, coordinating with technical teams, and ensuring effective communication with stakeholders. Candidates must possess a Bachelor's degree in IT or a related field and have experience in application support. This position offers a dynamic environment within a collaborative team.

Qualifications

• Agreement to complete required background and security clearance processes prior to commencement.
• Experience as an application help desk analyst supporting large-scale enterprise applications.
• Experience in user identity verification and maintaining user IDs, passwords, and access permissions.

Responsibilities

• Troubleshoot and resolve technical issues for end users.
• Receive, log, classify, and track help desk inquiries using help desk software.
• Communicate resolutions and status updates to users and stakeholders.
• Escalate unresolved issues to appropriate support levels when required.
• Coordinate with technical and business teams to resolve client issues.

Skills

Technical troubleshooting and problem resolution

Strong verbal and written communication skills

Customer service and stakeholder coordination

Time management and prioritization

Data collection, validation, and documentation

Ability to work effectively in a team-oriented environment

Education

Bachelor’s degree or diploma in IT, Computer Science, Mathematics, Engineering, or equivalent experience

Tools

Help desk software platforms

Microsoft Office tools

Job description

Job Description:

• The Help Desk Analyst works directly with end users to troubleshoot and resolve technical issues related to supported applications.
• This role manages help desk inquiries, documents issues and resolutions, coordinates with technical and business teams, and ensures effective communication with stakeholders.
• The analyst monitors issue trends, supports training initiatives, maintains documentation and knowledge repositories, and contributes to projects to improve service delivery and support effectiveness.

Requirement/Must Have:

• Bachelor’s degree or diploma in IT, Computer Science, Mathematics, Engineering, or equivalent experience.
• Agreement to complete required background and security clearance processes prior to commencement.
• Experience as an application help desk analyst supporting large-scale enterprise applications.
• Experience in user identity verification and maintaining user IDs, passwords, and access permissions.
• Experience using help desk software platforms or equivalent systems.
• Experience working directly with clients and coordinating communication with external stakeholders and internal teams.
• Experience supporting multiple applications simultaneously for diverse stakeholders.
• Proficiency with Microsoft Office tools.
• Ability to complete mandatory training related to information privacy, security, information management, and workplace conduct.

Experience:

• Experience providing application support, troubleshooting, and user assistance in enterprise environments.
• Experience coordinating issue resolution and communications across multiple stakeholders.
• Experience testing end-user solutions, fixes, and application enhancements.
• Experience maintaining records, logs, and status reports for reported issues.

Responsibilities:

• Troubleshoot and resolve technical issues for end users.
• Receive, log, classify, and track help desk inquiries using help desk software.
• Communicate resolutions and status updates to users and stakeholders.
• Escalate unresolved issues to appropriate support levels when required.
• Coordinate with technical and business teams to resolve client issues.
• Test fixes and new application features to ensure issues are resolved.
• Monitor inquiry trends and identify training needs within the user community.
• Assist with development and revision of training materials and participate in training delivery.
• Maintain repositories of known issues, workarounds, and best practices.
• Assign and maintain user IDs, passwords, and access permissions.
• Develop and maintain documentation and reports related to help desk activities.
• Participate in related projects and initiatives as required.
• Prepare and distribute regular status reports of reported issues.

Skills:

• Technical troubleshooting and problem resolution.
• Strong verbal and written communication skills.
• Customer service and stakeholder coordination.
• Time management and prioritization.
• Data collection, validation, and documentation.
• Ability to work effectively in a team-oriented environment.

Qualification And Education:

• Bachelor’s degree or diploma in a relevant technical field or equivalent experience.
• Completion of required mandatory training following hire.