Senior Help Desk Analyst

2 weeks ago

Edmonton, Alberta, Canada Jobility Talent Solutions (formerly Samiti Technology) Full time

Scope:

The Senior Application Support Analyst collaborates directly with end users to troubleshoot technical issues, process requests, and support business teams. This role demands strong political acumen, excellent written and verbal communication skills, and extensive experience in stakeholder relations. The ideal candidate should possess the ability to effectively manage workload, make independent decisions, and work autonomously.

Responsibilities:

  • Receive and respond to inquiries related to supported applications by the Help Desk team.
  • Handle escalated inquires received by the VIP team.
  • Assist users in creating requests in BERNIE (ServiceNow) and provide necessary follow-ups.
  • Collaborate with business teams to migrate SP2016 sites to SharePoint Online.
  • Gather requirements from stakeholders for SharePoint solutions and enhancements.
  • Manage SharePoint permissions, user access, and security settings.
  • Update inquirers on the resolution status of their inquiries.
  • Enter tickets in Help Desk software, retrieve logged calls for resolution, and escalate pending inquiries to expert support.
  • Communicate with technical and/or business teams to effectively resolve client issues.
  • Monitor proposed solutions' progress, keeping clients informed about the status of their inquiries.
  • Test end-user solutions, bug-fixes, and new application features to address client concerns adequately.
  • Coordinate training and arrangements with external stakeholders and internal staff as needed.
  • Maintain application knowledge for maximum support efficiency.
  • Assign and manage user IDs and passwords.
  • Participate in relevant projects.
  • Develop and update documentation as necessary.
  • Communicate application errors during call resolution and test applications post-error resolution.
  • Coordinate communication with external stakeholders, staff, and internal teams.
  • Identify future training needs and provide regular status reports on reported issues.

Equipment Requirements:

  • Resource must use their equipment, including a computer compatible with Azure Virtual Desktop and related software.
  • In remote work situations, the Contractor is responsible for providing all necessary equipment.
  • For in-person work, the Province will provide office space and furniture, but the Contractor must supply computers and software.

Working Hours:

  • Standard hours are 08:15 - 16:30 Alberta time, Monday to Friday, excluding Provicial holidays.
  • Work must be conducted within Canada for network and data security reasons.
  • The role is expected to be 100% remote, with no compensation for travel, relocation, or related expenses.

Notes on Location:

Resource will primarily work remotely, with occasional onsite meetings.

Incumbency:

This role is a newly created position.

Mandatory Background Checks:

  • Supplier must provide criminal record checks before commencing services.
  • Enhanced Security Clearance process requires a standard criminal record check, followed by an Enhanced Security Clearance coordinated by GoA.

Mandatory Training Courses:

  • Resource must complete mandatory training, including Freedom of Information and Protection of Privacy Act and Security awareness training upon hiring. Optional courses may also be available.

Anticipated Interviews:

  • Interviews will take place between June 10-11.

Submission Requirements:

  • Resume.
  • All relevant experience should be detailed in the resume under respective job/projects.
  • Each job/project term must be indicated in MMM/YYYY format.
  • Provide three references for similar work, with the most recent listed first.

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