Help Desk Analyst

**A little bit about us**:
Meta is a company focused on **Digital Transformation solutions** that simplify and generate real value in the day to day of organizations. We work to evolve your business quickly, consistently, and compatibly with the ever-accelerating changes in our time.

Meta was born 31 years ago from the entrepreneurial dream of those who see in work a path of realization and contribution to the world. The company founded by Telmo Costa in 1990, soon also received the strength of Claudio Carrara.

We believe that individuals and their interactions make your and our business. This is our way of doing it: with technology and simplicity. Our purpose is to promote Human Growth with Technology.

We combine our expertise and the distinction of our experts with global leaders in the industry - **SAP, Scaled Agile, Microsoft, Amazon - modeling and implementing complete solutions to accelerate their results in the digital world.**
- More than 12 SAP implementation projects;
- We’ve opened our Canadian operation in 2020, the company’s first international operation, because we understand how relevant Canada is when it comes to technology
- We understand what we do
- More than 300 customers such as Volvo, Dell, SAP, Bayer, John Deer etc., among many others
- Almost 20 years being a SAP partner;
- Over 75% growth in 2021, even amongst a worldwide pandemic;
- Meta Ventures: vertical focused on investing and acquiring start-ups.

**Project Overview**

**Responsibilities**
- 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 Technical Requirements**:

- 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.
- Experience as an Application Help Desk analyst working directly with stakeholders external to the organization.
- Experience working with Microsoft Office suite of tools.
- Experience in utilization of any of the following Help Desk software or equivalency:

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

LOCATION: This role is mainly remote with a requirement to be onsite for specific meetings/training.

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

**Salary**: $16.00-$33.00 per hour

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Edmonton, AB: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Application Help Desk: 4 years (required)
- Microsoft Office suite of tools.: 5 years (required)