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Help Desk Analyst

2 hours ago

Edmonton, Alberta, Canada Russell Tobin Full time

Job Title: Help Desk Analyst - Senior
Location: Remote (must be located and work within Alberta)
Duration: 12 Months (Possible Extension)
Client: Public Sector
Pay Rate: C$40-C$50/hr
Role Overview
The Senior Help Desk Analyst will provide
front-line application support
for a large-scale, public-facing, web-based application used by external stakeholders and institutional users. This role is responsible for delivering high-quality technical and functional support, managing incidents and service requests, coordinating with internal technical teams, and ensuring timely resolution of user issues.

The position requires strong communication skills, experience supporting enterprise applications, and the ability to work independently in a remote environment while adhering to established security, privacy, and operational standards.

Key Responsibilities
Application & User Support

  • Act as the primary point of contact for end users requiring assistance with supported applications
  • Receive, log, classify, and resolve incidents and service requests using Help Desk / ticketing software
  • Troubleshoot technical and functional issues related to web-based enterprise applications
  • Advise users on issue resolution and provide regular status updates until closure
  • Assign and maintain user IDs, passwords, and permission levels in accordance with security policies

Incident & Service Management

  • Monitor and manage the full lifecycle of support tickets, escalating issues to higher-level support when required
  • Communicate application defects and errors identified during issue resolution and testing
  • Maintain a repository of known issues, workarounds, and best practices
  • Prepare regular status reports on reported issues, trends, and resolutions

Stakeholder & Team Coordination

  • Work directly with external stakeholders and internal business and technical teams to resolve issues
  • Coordinate communications related to application issues, updates, and planned activities
  • Ensure all relevant parties are informed of issue status, resolutions, and impacts

Testing, Training & Documentation

  • Test bug fixes, enhancements, and new application features to validate issue resolution
  • Participate in user acceptance testing activities as required
  • Identify training gaps and assist in developing or updating user guides and training materials
  • Develop and maintain operational documentation, procedures, and knowledge base content

Continuous Improvement

  • Monitor inquiry trends to identify opportunities for process, system, or training improvements
  • Recommend enhancements to improve operational efficiency and service quality
  • Participate in related projects and cross-training initiatives within the Help Desk environment

Required Qualifications
Education & Experience

  • Minimum 5 years of experience working in a Help Desk or Application Support role

  • Minimum
    7 years
    of experience providing application Help Desk support for enterprise or large-scale web-based systems

  • Experience supporting
    external stakeholders
    and coordinating with internal business and technical teams
  • Experience with user identity verification, account management, and access control
  • Experience using Help Desk/ticketing systems (e.g., Remedy, Cherwell, HEAT, or equivalent)
  • Experience supporting multiple applications concurrently
  • Strong working knowledge of Microsoft Office tools (Word, Excel, Outlook)

  • Proven ability to document issues, solutions, and operational procedures

  • Developing and delivering user manuals and training materials

  • Planning, executing, and supporting user acceptance testing
  • Documenting business processes, user requirements, and workflows
  • Providing operational system support involving data collection, validation, and conversion
  • Supporting web-based systems across multiple browsers and devices
  • Experience with education or post-secondary related systems
  • Experience working with Microsoft SharePoint sites

If this opportunity matches your experience and career goals, please share your most updated resume for consideration.

As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.
 

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization. We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies. We are the staffing arm of the Pride Global network, a minority-owned integrated human capital solutions firm, with additional offerings in vendor management, payroll programs, and business process optimization.
 

RTA