IT Helpdesk Analyst

3 weeks 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 work remotely, unless the remote working policy changes.

Standard Hours of work are 08:15 - 16:30 Alberta time

Work must be done from within Canada, due to network and data security issues.

GoA does not pay for travel to attend on-site meetings.

**Estimated Workdays**

133

**Estimated Start Date**

22-May-2023

**Estimated End Date**

30-Nov-2023

**Estimated Hours Per Day**

7.25

**Estimated On Call/Standby or Overtime Hours per Month**

15.00

**# of Optional Extensions**

1

**Maximum Duration of Extension**

6Months

**Project Overview**

**Description of Services**

Help Desk Analyst works directly with end users to troubleshoot technical issues.
- Advise inquirers of any resolution to an inquiry.
- Utilize Help Desk software to enter tickets and retrieve logged calls for resolution, or forward pending inquiries to the next level of expert support.
- Work effectively through communication with technical and /or business teams to resolve client issues.
- Monitor the progress of proposed solutions while maintaining contact with the client so that they are also aware of the status of their inquiry.
- Monitor trends in client inquiries that point to the need for further training within the client community; assist in the revision of related training material, and participate in training.
- Make arrangements with external stakeholders and internal staff for training and any other items as required.
- Assign and maintain user IDs and passwords.
- Coordinate Help Desk related activities that require communications to the external stakeholders with business areas (within ministry and other government departments). Ensure these communications are relayed to internal staff as well.
- Participate in related projects as required.
- Develop and maintain documentation as required.
- Coordination of communication to external stakeholders, other Government of Alberta staff and to internal staff.
- Collection and editing/validating/converting data.
- Identification of future training needs.
- Regular status reports of all reported issues.

**ADDITIONAL DELIVERY DETAILS TO BE SHARED WITH POTENTIAL CANDIDATES**:
The Consultant will provide resource(s) possessing the following skills and abilities:

- 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.

**Mandatory**:
M2 - Proposed resource must meet or exceed one of the following combinations of education or certification and experience in the resource role:

- University degree-Information Technology (IT), Business Management or related discipline & 1-yr Application Help Desk (HD) experience;
- 2-yr diploma-IT, Business Management or related discipline & 3-yr HD experience;
- 1-yr certificate-IT, Business Management or related discipline & 4-yr HD experience;
- 5yrs of experience working within a Help Desk

1.0

M3 - Experience supporting and collaborating directly with stakeholders, external (public users) and internal business areas. Ability to co-ordinate and communicate necessary information well to all clients.

4.0

4.0

4.0

M6 - Experience working with Microsoft Office suite of tools.

4.0

M7 - Experience in utilization of any of the following Help Desk software or equivalency:

- BMC Remedy
- Cherwell
- MS Team Foundation Server
- Rational ClearQuest
- HEAT

PLEASE DESCRIBE THIS EXPERIENCE IN THE RESUME.

4.0

4.0

M9 - Proposed resource must work from within Canada, due to network and data security issues.

Standard Hours of work are 08:15 - 16:30 Alberta time

GoA does not pay for travel to attend on-site meetings

*Select 'Verified' for YES, 'Not Verified' for NO.

**Desired**:
D1 - Experience supporting web-based systems with knowledge of various internet browsers

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