Help Desk Analyst - Senior

LanceSoft; Remote; CAD 80,000 - 100,000; Full time

Job summary

A technology solutions provider is seeking a Senior Help Desk Analyst to provide advanced support to internal users and external stakeholders. This remote role requires strong communication skills and a proven track record in troubleshooting complex issues. The ideal candidate has at least 7 years of experience in Help Desk support involving external clients, along with proficiency in Microsoft Office and Help Desk software. Additional responsibilities include managing service requests and ensuring high-quality service delivery across applications.

Benefits

Flexible working hours

Opportunity for extension after contract

Remote work environment

Qualifications

• Minimum 7 years of application Help Desk support experience.
• Proven experience in user identity verification and management.
• Experience working with internal and external teams.

Responsibilities

• Provide advanced application and service desk support.
• Handle escalated service requests and complex issues.
• Work closely with stakeholders to gather requirements.

Skills

Application Help Desk support involving external stakeholders

User identity verification and user ID management

Direct client interaction and coordination with internal and external teams

Proficiency with Microsoft Office tools

Experience with Microsoft SharePoint

Education

Approved education combinations as defined in posting requirements

Tools

Help Desk software

ServiceNow

Job description

Job Title: Help Desk Analyst – Senior

Contract Duration: 275 Business days (with up to 6 months extension)

Work Location: Remote (within Alberta)

Working Hours: 08:15 – 16:30 (Alberta Time), Monday–Friday

Role Overview

The Senior Help Desk Analyst provides advanced application and service desk support to both internal users and external stakeholders. This role involves troubleshooting complex technical issues, managing service requests, supporting business teams, and ensuring high-quality service delivery across multiple enterprise applications.

The ideal candidate demonstrates strong communication skills, sound judgment, independence in decision‑making, and proven experience working with diverse stakeholder groups in a service-oriented environment.

Key Responsibilities

Application & Help Desk Support

• Receive, log, prioritize, and respond to application‑related inquiries and incidents.
• Handle escalated service requests and complex issues routed from Tier 1 support teams.
• Assist users with creating and tracking service requests using Help Desk tools (e.g., ServiceNow).
• Communicate resolutions and status updates clearly and professionally to stakeholders.
• Escalate unresolved issues to appropriate technical or business teams as required.

Collaboration & Stakeholder Support

• Work closely with technical and business teams to resolve issues and support operational needs.
• Collaborate with stakeholders to gather requirements and support system enhancements.
• Coordinate communications between external stakeholders and internal teams.
• Arrange and support training sessions as required.

System Testing & Quality Assurance

• Test bug fixes, enhancements, and new application features to validate issue resolution.
• Identify and report application defects encountered during support activities.
• Participate in user acceptance testing (UAT) and operational readiness initiatives.

Documentation & Knowledge Management

• Develop, update, and maintain user guides, support documentation, and knowledge base articles.
• Maintain repositories of known issues, workarounds, and best practices.
• Identify trends in inquiries and recommend process improvements or additional training.
• Provide regular status reports on incidents, requests, and resolutions.

Access & Data Management

• Assign, maintain, and support user IDs, passwords, and access permissions.
• Manage permissions, user access, and security settings for supported applications.
• Assist with data collection, validation, editing, and conversion activities as required.

Continuous Improvement

• Ensure adherence to Help Desk policies, procedures, and service standards.
• Identify opportunities to improve service delivery efficiency and effectiveness.
• Participate in projects and cross‑training activities within the Help Desk environment.

Equipment Requirements

• The resource is expected to provide their own computer and related equipment.
• System must run a modern version of Windows or macOS compatible with Azure Virtual Desktop (AVD); Windows is preferred.
• Required remote access software will be provided.
• Contractor is responsible for all equipment, office setup, and associated costs.

Working Hours

• Standard hours: 08:15 – 16:30 (Alberta Time), Monday to Friday
• Excludes provincial holidays
• Work must be performed from within Alberta due to network and data security requirements

Location Notes

• Role is primarily remote.
• Occasional on‑site meetings or work sessions may be required with reasonable notice.
• Travel time and related expenses are not reimbursed.

Security & Compliance

• Enhanced Security Clearance is mandatory.
• Criminal Record Check required prior to initiating enhanced clearance.
• Completion of mandatory training, including privacy and security awareness, is required upon onboarding.

Mandatory Qualifications

Education

• Must meet or exceed one of the approved education combinations defined in the posting requirements.

Experience (Minimum 7 Years Each)

• Application Help Desk support involving external stakeholders
• User identity verification and user ID management
• Use of Help Desk software or equivalent systems
• Direct client interaction and coordination with internal and external teams
• Supporting multiple applications for diverse stakeholder groups
• Proficiency with Microsoft Office tools
• Experience with Microsoft SharePoint (2005 or higher), including design, development, or support

Nice-to-Have Qualifications (Minimum 4 Years Each)

• Developing and delivering user manuals and training materials
• Documenting user requirements, business processes, and workflows
• Planning, executing, and monitoring user acceptance testing
• Providing end‑user operational system support
• Supporting web‑based systems and multiple internet browsers