Senior Help Desk Analyst - Remote / Telecommute

Cynet systems Inc; Remote; CAD 100,000 - 125,000; Full time

Job summary

A technology solutions provider in Alberta is seeking a Senior Help Desk Analyst to deliver advanced application support across the organization. The candidate will manage escalated inquiries, collaborate with teams for SharePoint migrations, and must possess strong troubleshooting skills and a minimum of five years in a Help Desk role. Knowledge of enterprise applications and Microsoft Office is essential. The role demands excellent communication and documentation abilities while ensuring timely issue resolution.

Qualifications

• Minimum five years of experience in a Help Desk role.
• Experience with large-scale enterprise applications.
• Strong experience using Microsoft Office applications.
• Willingness to complete a criminal records check.

Responsibilities

• Provide advanced application support to users.
• Handle escalated inquiries and maintain high service levels.
• Collaborate with teams to manage SharePoint migrations.
• Log and manage tickets using Help Desk software.

Skills

Troubleshooting

Analytical skills

Communication

Stakeholder management

Documentation skills

Education

University degree in Information Technology

Tools

BMC Remedy

Cherwell

HEAT

ServiceNow

Microsoft SharePoint

Job description

Job Description

• The Senior Help Desk Analyst is responsible for providing advanced application support and technical assistance to users across the organization.
• This role handles escalated inquiries, supports enterprise applications, collaborates with business and technical teams, and ensures timely resolution of issues while maintaining a high level of customer service.

Responsibilities

• Receive and respond to inquiries related to applications supported by the Help Desk team.
• Respond to escalated inquiries received by the VIP support team.
• Assist users with creating service requests in ServiceNow and follow up as required.
• Collaborate with business teams to migrate SharePoint 2016 sites to SharePoint Online.
• Gather requirements from stakeholders for SharePoint solutions and enhancements.
• Manage SharePoint permissions, user access, and security settings.
• Communicate inquiry resolutions clearly to users and stakeholders.
• Log, track, and manage tickets using Help Desk software and elevate issues when required.
• Coordinate with technical and business teams to resolve client issues efficiently.
• Monitor solution progress and provide regular status updates to clients.
• Test end‑user solutions, bug fixes, and new application features prior to release.
• Coordinate training arrangements with internal teams and external stakeholders.
• Maintain application knowledge to ensure effective support delivery.
• Assign and manage user IDs, passwords, and access permissions.
• Participate in related projects and initiatives as required.
• Develop and maintain technical and procedural documentation.
• Identify and communicate application errors and verify fixes post‑resolution.
• Coordinate communications with internal teams, client staff, and external stakeholders.
• Identify future training needs and provide recommendations.
• Prepare regular status reports for all reported issues.

Requirement/Must Have

• Eligibility based on education and experience combinations including degree, diploma, certificate, or equivalent help desk experience.
• Minimum five years of experience working in a Help Desk role.
• Experience supporting large‑scale enterprise applications and external stakeholders.
• Experience with user identity verification and access management processes.
• Experience using Help Desk software platforms such as BMC Remedy, Cherwell, HEAT, or equivalent tools.
• Experience coordinating communications with clients and internal business teams.
• Experience supporting multiple applications simultaneously.
• Strong experience using Microsoft Office applications.
• Experience with design, development, implementation, integration, and support of Microsoft SharePoint environments.
• Willingness to complete a criminal records check and enhanced security clearance, including a credit check.

Experience

• Seven years of application help desk and enterprise application support experience required.
• Seven years of experience with SharePoint technologies required.

Should Have

• Experience developing user manuals and training materials.
• Experience documenting business requirements, workflows, and processes.
• Experience planning and supporting user acceptance testing activities.
• Experience providing operational system support including data validation and conversion.
• Experience supporting web‑based systems across multiple browsers and devices.

Skills

• Strong troubleshooting and analytical skills.
• Excellent communication and stakeholder management abilities.
• Ability to work independently and collaboratively in a fast‑paced environment.
• Strong documentation and reporting skills.

Qualification And Education

• University degree, diploma, certificate, or equivalent experience in Information Technology, Business Management, or a related discipline.