Senior Help Desk Analyst

2 weeks ago

Edmonton, Canada VGen Technologies LLC Full time

Title: Help Desk Analyst - Senior

Location: Edmonton, Alberta (This resource will primarily work remotely; however, the resource may be required to attend meetings or work sessions in office on reasonable notice from the Province.)

Duration: 13+ Months

Scope:

The Senior Application Support Analyst works directly with end users (both internal to the GoA as well as external stakeholders) to troubleshoot technical issues, create and process requests and support business teams.

To be successful in this role, this position requires strong political acumen, written and verbal communication skills, and extensive experience with stakeholder relations.

The ideal candidate must be able to prioritize and manage workload effectively, demonstrates independence in decision-making, be self-motivated and able to work independently.

Duties:

Receive and respond to inquiries related to applications supported by the Help Desk team.

• Respond to escalated inquires received by VIP team

• Assist users with creation of requests in BERNIE (ServiceNow) and follow up as needed

• Collaborate with business teams to migrate remaining SP2016 sites to SharePoint Online

• Collaborating with stakeholders to gather requirements for SharePoint solutions and enhancements

• Managing SharePoint permissions, user access, and security settings

• 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.

• Test end-user solutions, ‘bug-fixes’ and new features of applications to ensure they adequately address client concerns.

• Make arrangements with external stakeholders and internal staff for training and any other items as required.

• Maintain an understanding of applications to ensure maximum support effectiveness.

• Assign and maintain user IDs and passwords.

• Participate in related projects as required.

• Develop and maintain documentation as required.

• Communicating application errors found during call resolution and testing application when errors are resolved.

• Coordination of communication to external stakeholders, other client staff and to internal staff.

• Identification of future training needs.

• Regular status reports of all reported issues

.Equipment Requirements:

• It is preferred that the resource provide their own equipment; however, if not, client will make the necessary arrangements

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