Help Desk Analyst

**INTERMEDIATE HELP DESK ANALYST**

**Requisition #**: R24-3203 (JP435)

**Location**:Edmonton, AB

**Engagement Type**:Contract

**Number of Resources required**:2

**Rate (CAD)**: Up to $51 per hour / Commensurate with related experience and market competitiveness

**Term**: 8 months (2024-10-21 to 2025-06-30) with 24 month extension available (up to 32-month contract)

**Hours per day**:7.25

**Security Screening**:Enhanced Security Clearance (Requires last 3 years continuous residency in either Canada or USA)

**Submission Deadline/Closing Date**: October 15, 2024 (9:00 AM Mountain Time)
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- Tri-global Solutions Group Inc. is seeking two (2) Intermediate Help Desk Analysts to join our talented Service Delivery team at Ministry of Justice (Government of Alberta).
- ENHANCED SECURITY CLEARANCE: An Enhanced Security Check is required upon contract award. Must have the last 3 years continuous residency in either Canada or United States as minimum._

Please review the project overview and requirements below. If you meet the requirements and are interested in submitting for this role, please reply to this job posting.

If you know other consultants who may be interested in this opportunity kindly share this job posting.

Thank you.

Tri-global Solutions Group Inc.
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- **PROJECT OVERVIEW**

Project Name:
Desktop Resource Enhancement Project

Scope:
Court Technology Services (CTS) requires additional Help Desk resources to support the increasing Courts / Justices IT environment. These resources will provide backfill at the Junior / Intermediate level to allow the CTS staff to focus on service development and improvement initiatives.

**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.

**MANDATORY REQUIREMENTS**
- Bachelor degree or diploma in IT, Computer Science, Math or Engineering or equivalent experience. (Yes or No)
- Experience in utilization of any of the following Help Desk software or equivalency: BMC Remedy, Cherwell, MS Team Foundation Server, Rational Clear Quest, HEAT, etc. (4 years+)
- Experience working directly with clients, and coordinating with both external stakeholders and internal business areas to ensure communications are relayed to all parties. (4 years+)
- Experience working with Microsoft Office tool suites. (4 years+)

**DESIRABLE REQUIREMENTS**
- Experience developing and delivering user manuals and training materials. (2 years+)
- Experience documenting user requirements, business processes, and workflows. (2 years+)
- Experience in planning/performing/monitoring User acceptance testing. (2 years+)
- Experience providing end user operational system support, including data collection, data editing, data validation and data conversion within an enterprise system that contains user information. (2 years+)
- Experience supporting web-based systems with knowledge of various internet browsers using multiple devices, including but not limited to: Internet Explorer, Google Chrome, Edge, Firefox, and Safari. (2 years+)
- Experience using Microsoft SharePoint. (2 years+)

**NOT FOR YOU?**

**WHY WORK WITH TRI-GLOBAL?**
- Empower positive change by enabling our clients to revolutionize innovation and technology, elevating them to a higher level of excellence and efficiency.
- Join an exceptional and committed team that redefines the landscape, forging a distinctive path towards success.
- Engage in stimulating and captivating pro