Senior Helpdesk Analyst - Remote / Telecommute

Cynet systems Inc; Remote; CAD 60,000 - 80,000; Full time

Job summary

A technology services company located in Alberta is seeking a Senior Help Desk Analyst to provide application support for internal and external stakeholders. The ideal candidate will have at least five years in a Help Desk role, with extensive experience in managing support tickets and collaborating with diverse teams. Responsibilities include resolving inquiries, tracking calls, maintaining documentation, and optimizing processes. Strong analytical and communication skills are essential for this role.

Qualifications

• Eligibility based on education and experience combinations including Help Desk experience.
• Minimum five years of experience working in a Help Desk role.
• Seven years of experience providing application help desk support for large-scale enterprise applications.

Responsibilities

• Provide application support to internal and external stakeholders.
• Coordinate with technical and business teams to resolve client issues.
• Log, classify, and track all calls and inquiries using Help Desk software.

Skills

Strong analytical and troubleshooting skills

Excellent communication and stakeholder coordination abilities

Ability to manage multiple priorities in a fast-paced environment

Strong documentation and reporting skills

Education

University degree, diploma, certificate in Information Technology or related field

Tools

BMC Remedy

Cherwell

MS Team Foundation Server

Rational ClearQuest

HEAT

Job description

Job Description

• The Senior Help Desk Analyst provides application support to internal and external stakeholders.
• This role is responsible for resolving inquiries, managing tickets, coordinating with technical and business teams, maintaining documentation, and ensuring effective communication and resolution of issues across supported applications.

Responsibilities

• Receive and respond to inquiries related to applications supported by the Help Desk.
• Advise users of resolutions to inquiries in a timely manner.
• Log, classify, and track all calls and inquiries using Help Desk software.
• Retrieve logged calls for resolution or elevate issues to the appropriate level of expert support.
• Communicate effectively with technical and business teams to resolve client issues.
• Monitor solution progress and maintain ongoing communication with clients regarding inquiry status.
• Test end-user solutions, bug fixes, and new application features to ensure client concerns are addressed.
• Identify inquiry trends and recommend training needs within the client community.
• Assist with updating training materials and participate in training delivery as required.
• Maintain repositories of known issues, workarounds, resolutions, and best practices for supported applications.
• Coordinate training and support activities with internal teams and external stakeholders.
• Maintain strong working knowledge of supported applications to assure effective support.
• Assign, manage, and maintain user IDs, passwords, and access permissions.
• Coordinate Help Desk activities requiring communication with external stakeholders and internal business areas.
• Participate in related projects as required.
• Develop, update, and maintain technical and procedural documentation.
• Communicate application errors identified during call resolution and confirm fixes once resolved.
• Collect, edit, validate, and convert data as required.
• Identify future training needs and provide recommendations.
• Prepare and deliver regular status reports for reported issues.
• Ensure all Help Desk policies, processes, and procedures are followed.
• Identify and recommend process improvements to enhance operational efficiency.
• Contact internal resources to investigate issues and recommend solutions for business process or system changes.
• Cross-train within the Help Desk environment as required.

Requirement / Must Have

• Eligibility based on education and experience combinations including a university degree, diploma, certificate, or equivalent Help Desk experience.
• Minimum five years of experience working in a Help Desk role.
• Seven years of experience providing application help desk support for large-scale enterprise applications.
• Seven years of experience working directly with external stakeholders and internal business teams.
• Seven years of experience with user identity verification, user ID management, passwords, and access permissions.
• Seven years of experience using Help Desk software such as BMC Remedy, Cherwell, MS Team Foundation Server, Rational ClearQuest, HEAT, or equivalent tools.
• Seven years of experience supporting multiple web-based and enterprise applications simultaneously.
• Seven years of experience using Microsoft Office applications.

Experience

• Extensive experience coordinating communications across multiple stakeholders and business areas.
• Strong experience handling multiple concurrent application support requests.

Should Have

• Experience developing and delivering user manuals and training materials.
• Experience documenting user requirements, business processes, and workflows.
• Experience planning, performing, and monitoring user acceptance testing.
• Experience providing end-user operational system support, including data collection, editing, validation, and conversion.
• Experience supporting web-based systems across multiple internet browsers and devices.
• Experience working with post-secondary education systems or education-related platforms.
• Experience working with Microsoft SharePoint sites.

Skills

• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder coordination abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong documentation and reporting skills.

Qualification And Education

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