Help Desk Analyst

2 months ago

Edmonton, Canada Capleo Global LLC Full time

Title: Help Desk Analyst – Intermediate

Duration: 12 Months Contract

Location: Edmonton, AB (Hybrid)


Notes on Location:

There is a possibility the resource may be able to work remotely, must be available for onsite meetings when required. It is anticipated that there will be 2 working days or more in the office per week.


Job Description:

Help Desk Analyst works directly with end users to troubleshoot technical issues.

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

Utilize Help Desk software to enter tickets and retrieve logged calls for resolution, or forward pending inquiries to the next level of expert support.

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

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.


Must Have Skills:

Bachelor degree or diploma in IT, Computer Science, Math or Engineering or equivalent experience.

Proposed resource has agreed to an Enhanced Security Check upon contract award.

Must have the last 3 years continuous residency in either Canada or United States as minimum.

Experience as an Application Help Desk Analyst in working with external stakeholders, and providing assistance, troubleshooting, training to inquiries in large-scale enterprise applications (information on applications supported must be included in claimed experience): 4 years

Experience in user identity verification processes, and maintaining user IDs, passwords and accounts permission levels for business applications: 4 years

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 on supporting multiple applications for various stakeholders at one time: 4 years

Experience working with Microsoft Office tool suites: 4 years

Ability to learn quickly, problem solve, troubleshoot, work independently and as part of a team.

Ability to manage stress and conflict.

Excellent verbal and written communication skills and the ability to interact professionally with a diverse group.

The ability to establish and maintain effective working relationships with team members, management and vendors.

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

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