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Help Desk Analyst – Senior

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Edmonton, Canada Upstaff Full time

Job DescriptionJob Summary :We are seeking a Senior Help Desk Analyst to provide advanced application and technical support to internal users and external stakeholders. This role requires strong troubleshooting skills, excellent communication, and the ability to work independently while managing multiple priorities.Key Responsibilities :Provide Level 2/3 help desk and application supportHandle escalated and VIP user support requestsCreate, manage, and track service requests using ITSM tools (ServiceNow preferred)Support SharePoint Online, including site migration and enhancementsManage SharePoint permissions, user access, and security settingsCollaborate with business and technical teams to resolve issuesCommunicate clear updates and resolutions to users and stakeholdersLog, monitor, and resolve incidents; escalate when requiredTest fixes, enhancements, and new application featuresDevelop and maintain support documentation and reportsAssist with user training and identify future training needsHow to Apply :Interested candidates may apply directly or contact the recruiter:Recruiter: Uma Maheswari Revu