Help Desk Analyst

2 weeks ago


Edmonton, Canada AlphaForce Technology Solutions Full time

**Requisition Name : Help Desk Analyst - Senior**

**Location of Work : 7000 - 113 ST, Edmonton, Alberta CAN T6H 5T6**

Description

Project Name: Alberta Post Secondary Application System Support

The resource will be responsible for delivering the following services:

- May be responsible and accountable for resolving data discrepancies related to student data within Stakeholder Registry (SHR).
- Utilizes Help Desk software to log all incoming calls into the appropriate categories, retrieve the correct response, and if required, forwards pending inquiries to the next level of expert support.
- Participate in related projects as required.
- Develop and maintain documentation as required.
- Ensures all Help Desk related policy, process and procedures are followed to track and monitor all incoming calls.
- Improves operations efficiency and effectiveness by identifying and recommending changes and enhancements.
- Contact ministry resources to resolve problems and investigate alternatives for resolution, and recommends solutions for implementing business process and systems changes.
- May co-ordinate Help Desk related activities that require communications to the external stakeholders with business areas
- Cross trains within Help Desk environment as required.

Equipment requirements:

- It is preferred if resource has their own equipment, though GoA will provide laptop/desktop if necessary.

Working Hours:

- Standard Hours of work are 08:15 - 16:30 Alberta time, Monday through Friday excluding holidays observed by the Province
- Work must be done from within Canada, due to network and data security issues.
- It is anticipated the role will be 100% remote, however in the event of an onsite meeting, the GoA does not pay for travel to attend on-site meetings, nor any expenses related to relocation, commuting, housing/accommodation, food/drink.

Notes on Location:
Resource will work remotely, though must be available for onsite meetings when required. Though onsite meetings would be rare.

Incumbency:

- Previously this role was filled by a contractor, however, for this and all other opportunities, the Ministry seeks the best person to fill the role.

Standard Background check required
- The Supplier shall, prior to commencement of the Services, provide the Province, on its request and at no cost to the Province, with criminal record checks.

Mandatory Training Courses:

- Once hired the resource will be required to complete all mandatory training which includes but not limited to Freedom of Information and Protection of Privacy Act and Security awareness training. There may also be some optional courses as well.

Anticipated Interviews dates
- will be held between February 20-21, 2024

Refer to the Job Posting attachments for the proposed form of contract applicable to this Contingent Resource Request

Scoring Methodology:
Financial/Pricing: 20%

Resource Qualifications: 20%

Interview Process: 60%

Must Have

Education

Bachelor Degree - IT, CS, Math or Engineering - Yes

Work Experience

Collaboration - Various Stakeholders - Duration : 4 years

Experience - Application Help Desk Analyst - Duration : 4 years

Experience - Help Desk software - Duration : 4 years

Experience - Microsoft Office - Duration : 4 years

Experience - User Verification - Duration : 4 years

Nice to Have

Soft Skills

Communication Skills - Oral/Written within Diverse Group - Points

Quick Learner, Problem Solver, Independent - Yes

Time Management

Stress & Conflict Management - Points

Work Experience

Experience - End User Support - Duration : 1 years

Experience - Internet Browser Support - Duration : 1 years

Experience - Microsoft SharePoint - Duration : 1 years

Experience - Post-Secondary Education - Duration : 1 years

Experience - Requirement Documentation - Duration : 1 years

Experience - Training (User Manuals) - Duration : 1 years

Experience - UAT - Duration : 1 years

**Job Type**: Fixed term contract

Pay: $35.00-$50.00 per hour

Schedule:

- 8 hour shift

Work Location: In person


  • Help Desk Analysts

    5 days ago


    Edmonton, Canada Vantix Systems Inc Full time

    **Description** **Skills** - Help Desk Software, UAT, Training materials **Type** - Contract **Experience Required/Mandatory Skills** - Experience supporting and collaborating directly with stakeholders and internal business areas. Ability to coordinate and communicate necessary information well to all clients. (4+ years) - Experience as an Application...

  • Help Desk Analyst

    5 days ago


    Edmonton, Canada JATEC Full time

    JATEC has been connecting communities for 39 years. We have expertise in the installation of fibre optic telecommunications, underground utilities for residential development, street lighting, and highway sign infrastructure across Canada. **People + Power is the focus**. We are committed to creating an environment where people learn and grow, and pride...

  • Help Desk Analyst

    7 days ago


    Edmonton, Canada Vantix Systems Inc Full time

    **Description** Resource will work remotely during regular business hours, though must be available for onsite meetings when required. Work must be done from within Canada, due to network and data security issues. **Skills** - Help Desk Software, MS Office Suite, ID verification **Type** - Contract **Experience Required/Mandatory Skills** - Experience...


  • Edmonton, Canada Limpid Link Services Ltd. Full time

    Education: Bachelor's degree - Experience: 3 years to less than 5 years **Work setting**: - Help desk - Consulting firm **Tasks**: - Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced - Consult user guides, technical manuals and other documents to research and implement...


  • Edmonton, Canada NAIT Full time

    **NOTE: This is a temporary position ending on or before December 22, 2023.** **_If YOU are _**_customer-focused, possess excellent written and verbal communication skills, and good organizational and analytical skills, COME JOIN OUR TEAM!_** **Key Responsibilities**: - Provide friendly and professional help desk service to NAIT staff and students -...


  • Edmonton, Canada REALTORS® Association of Edmonton Full time

    **Major Duties and Responsibilities** Provide Help Desk support over the phone and in-person to the members of RAE. This will be accomplished by performing question/problem diagnoses, guiding members through to issue resolution, communicating technical software solutions in user-friendly language and conducting member training where necessary. Responsible...

  • IT Help Desk Support

    4 weeks ago


    Edmonton, Canada ICT Group Full time

    **Summary**: Under the supervision of the IT Manager, the Help Desk Support Technician is a key role in our IT department, dedicated to providing outstanding support for the company's technology users. This includes a range of tasks from hardware and software support to troubleshooting and maintenance. **Job Scope and Responsibilities**: - Accurately...

  • Service Desk Analyst

    4 weeks ago


    Edmonton, Canada YARDSTICK TECHNOLOGIES Inc. Full time

    **About the Company** Yardstick Technologies was founded to be the market leader in IT outsourcing to small and medium businesses in Western Canada. Through building relationships and an understanding of their needs, we help businesses make smart decisions with their technology to help them further their business strategy. At Yardstick, the way we work...

  • Support Desk Analyst

    4 weeks ago


    Edmonton, Canada Fountain Tire Full time

    Overview: **Fountain Tire’s **Information Technology team is looking for a **Support Desk Analyst** to provide multi-channel support, share knowledge and best practices as well as restore service operations. As this is a Support Desk position it does not have to be located in Edmonton and could be anywhere in Canada however our Head Office is located in...


  • Edmonton, Canada Epic IT Security Ltd. Full time

    Work Term: PermanentWork Language: EnglishHours: 35 hours per weekEducation: College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 yearsExperience: 1 year to less than 2 yearsTasksRespond to users experiencing difficulties with computerConsult user guides, technical manuals and other documents to research and implement...


  • Edmonton, Canada Epic IT Security Ltd. Full time

    Durée de l'emploi: PermanentLangue de travail: AnglaisHeures de travail: 35 hours per weekEducation: Expérience: EducationCollege, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 yearsTasksRespond to users experiencing difficulties with computerConsult user guides, technical manuals and other documents to research and...


  • Edmonton, Canada Long View Systems Full time

    **Long View. A career that helps you get more out of life.** *** A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long...

  • IT Support Analyst

    4 weeks ago


    Edmonton, Canada Go Auto Full time

    **Job Description**: **Go Auto - One of Canada’s largest Auto Dealership Group - is on the hunt for an Information Technology Support Analyst** Are you looking for a full-time career with flexible hours and the opportunity to work and grow alongside the top Information Technology pros in the west? Do you have a happy to help attitude and willing to go the...

  • IT Helpdesk Analyst

    1 week ago


    Edmonton, Canada Government Of Alberta Full time

    **Department** **Service Alberta** **Division** Office of the Corporate Chief Information Officer **Branch Name** Client Services Management **Section** Service Desk & User Services **Project Name** AE Help Desk **Requisition Name** CL-Help Desk Analyst - Senior (AE Help Desk) **Location of Work** Remote **NOTES ON LOCATION**: Resource will...


  • Edmonton, Canada Long View Systems Full time

    Long View. A career that helps you get more out of life. A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we...


  • Edmonton, Canada Long View Systems Full time

    Long View. A career that helps you get more out of life. A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we...


  • Edmonton, Canada Long View Systems Full time

    Long View. A career that helps you get more out of life. A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we...


  • Edmonton, Canada Long View Systems Full time

    Long View. A career that helps you get more out of life. A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we...


  • Edmonton, Canada Long View Systems Full time

    Long View. A career that helps you get more out of life. A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we...


  • Edmonton, Canada Long View Systems Full time

    Long View. A career that helps you get more out of life. A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we...