Help Desk Analyst

4 weeks ago

St Albert, Canada Randstad Canada Full time
Are you ready to shape the future of government services in Alberta? We're seeking a skilled and experienced Help Desk Analyst to join our Edmonton government client on an initial 12-month contract. As a Help Desk Analyst , you will work directly with end users (both internal to the GoA as well as external stakeholders) to troubleshoot technical issues, create and process requests and support business teams.

Advantages
---------------------------------------------------------------------------

Responsibilities
The ideal candidate must be able to prioritize and manage workload effectively, demonstrates independence in decision-making, be self-motivated and able to work independently.

• Receive and respond to inquiries related to applications supported by the Help Desk team.
• Respond to escalated inquires received by VIP team
• Assist users with creation of requests in BERNIE (ServiceNow) and follow up as needed
• Collaborate with business teams to migrate SP2016 sites to SharePoint Online
• Collaborating with stakeholders to gather requirements for SharePoint solutions and enhancements
• Managing SharePoint permissions, user access, and security settings
• 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.
• Test end-user solutions, ‘bug-fixes’ and new features of applications to ensure they adequately address client concerns.
• Make arrangements with external stakeholders and internal staff for training and any other items as required.
• Maintain an understanding of applications to ensure maximum support effectiveness.
• Assign and maintain user IDs and passwords.
• Participate in related projects as required.
• Develop and maintain documentation as required.
• Communicating application errors found during call resolution and testing application when errors are resolved.
• Coordination of communication to external stakeholders, other Government of Alberta staff and to internal staff.
• Identification of future training needs.
• Regular status reports of all reported issues.

Qualifications
Must Have
- 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.)

NICE TO HAVE

- 4 years - 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.
- 1 year - Experience with the design, development, implementation, integration, and support of Microsoft SharePoint 2005 and higher.

Desirable:

- Experience supporting web-based systems with knowledge of arious internet browsers using multiple devices, including but not limited to: Internet Explorer, Google Chrome, Edge, Firefox, and Safari.
- 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.
- Experience in planning/performing/monitoring User acceptance testing
- Experience documenting user requirements, business processes, and workflows
- Experience developing and delivering user manuals and training materials

Summary
Join our client and be at the forefront of transforming government service delivery in Alberta. If you're ready to leverage your expertise, drive innovation, and make a tangible difference in the lives of citizens, please apply directly to this job ad or reach out to your Randstad Digital representative immediately

P.S. Don’t forget that when you update your profile on Randstad.ca it helps us find you faster when we do have roles that match your skills So even if this role isn’t for you please update your profile so we can find you

We look forward to supporting you in your job search

Good luck

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.

  • Help Desk Analyst

    1 week ago

    St. Albert, Alberta, Canada Randstad Canada Full time

    Are you prepared to shape the evolution of government services in Alberta? We are looking for a skilled Help Desk Analyst to join our client in Edmonton on a 12-month contract.**Advantages**Solve technical issues for end usersProcess requests and support business teamsProvide assistance to usersCollaborate with business teams on SharePoint migrationGather...

  • Service Desk Analyst

    7 days ago

    St. Albert, Canada Alberta Gaming, Liquor and Cannabis Full time

    **Service Desk Analyst** **ABOUT AGLC** Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust. **ABOUT INFORMATION TECHNOLOGIES** IT proudly provides the...

  • Help Desk Analyst

    3 weeks ago

    Saint Albert, Canada Randstad Canada Remote Work Freelance Full time

    Are you adept at troubleshooting technical issues while maintaining strong stakeholder relationships? We're seeking a skilled Senior Application Support Analyst to join our Edmonton government client, where you'll directly engage with both internal and external stakeholders, providing timely assistance and support for enterprise applications. If you're ready...

  • Help Desk Analyst

    3 weeks ago

    Saint Albert, Canada Randstad Canada Remote Work Freelance Full time

    Are you adept at troubleshooting technical issues while maintaining strong stakeholder relationships? We're seeking a skilled Senior Application Support Analyst to join our Edmonton government client, where you'll directly engage with both internal and external stakeholders, providing timely assistance and support for enterprise applications. If you're ready...

  • Service Desk Analyst

    2 weeks ago

    St. Catharines, Canada Meridian Full time

    Description "> Why Meridian? At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are. Factor us into your next career opportunity. We want you to grow with us and have an experience that’s...

  • Help Desk Coordinator

    4 weeks ago

    St. Catharines, Canada Skycomp Solutions Inc. Full time

    **General Summary** Our core focus at Skycomp is to provide a worry-free experience for our clients and to give back to our community. We are searching for a self-motivated, and super organized Help Desk Coordinator to join our team. **Primary Responsibilities** - Deliver fanatical customer service to clients from many different industries - Reviewing open...

  • Service Desk Analyst

    2 weeks ago

    St. Catharines, Canada Meridian Credit Union Full time

    **Why Meridian?** At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are. Factor us into your next career opportunity. We want you to grow with us and have an experience that’s different. This is...

  • Service Desk Analyst:

    7 days ago

    St. John's, Newfoundland and Labrador, Canada Advantage Personnel Full time

    Service Desk Analyst:Fredericton, NBWe are currently looking for Service Desk Analysts to join our client's team in Saint John This is an excellent opportunity to join one of New Brunswick's leading employers, with lots of room for advancement for the right candidate. Available Shift: Monday to Friday; 8:00am to 5:00pmRate of Pay: $23.00 per hour...

  • Service Desk Analyst

    1 week ago

    St. Catharines, Ontario, Canada Meridian Credit Union Full time

    Why Meridian?At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.Factor us into your next career opportunity. We want you to grow with us and have an experience that's different. This is a place...

  • Help Desk Technician

    2 weeks ago

    St. Thomas, Canada St. Thomas Elgin General Hospital Full time

    : This position is the frontline for the Information Technology (IT) department and provides first level support to customers. This includes ensuring deployment and operations of equipment, receiving, prioritizing, documenting, and actively resolving end user requests, or escalating incidents as appropriate and necessary. Problem resolution involves the use...

  • IT Service Desk Analyst

    3 weeks ago

    St. John's, Newfoundland and Labrador, Canada Irving Oil Full time

    The IT Service Desk Analyst II provides moderate to complex technical support and exceptional customer service to all employees of Irving Oil. They are the single point of contact for all issues and requests and interact with employees in various ways, including phone calls, chats, emails, and in person. As the face and voice of IT, this role provides a...

  • IT Service Desk Analyst

    1 month ago

    St. John's, Newfoundland and Labrador, Canada Irving Oil Full time

    The IT Service Desk Analyst II provides moderate to complex technical support and exceptional customer service to all employees of Irving Oil. They are the single point of contact for all issues and requests and interact with employees in various ways, including phone calls, chats, emails, and in person. As the face and voice of IT, this role provides a...

  • Client Services Coordinator

    1 week ago

    St. Catharines, Canada eBASE Full time

    DMS Technologies Inc. (dba ebase) is seeking a motivated and customer-focused individual to join our team as a Client Services Coordinator (Help Desk Coordinator) in St. Catharines, Ontario. As a leading provider of Integrated Workplace Management Software, we are dedicated to delivering world-class solutions to our clients. We are a fast-growing SaaS...

  • Help Desk Support Technician

    7 days ago

    St. Catharines, Ontario, Canada JobCart Inc Full time

    Job Title: Tier 2 Helpdesk Support AdvisorPosition Type: Full-time, Fixed Term ContractSalary: $19.23 per hourHours of Operation: 7 days a week, 6 AM - 10 PM ESTAbout Us:Join our team as a Tier 2 Helpdesk Support Advisor to collaborate with a prominent Canadian e-commerce corporation. As a Helpdesk Support Advisor, you'll offer top-tier technical assistance...

  • Lead Analyst, Application Support

    2 months ago

    St. Jacobs, Canada Home Hardware Stores Limited Full time

    Our IT Store Systems team is looking for a **Lead** **Analyst - Application Support**. Reporting to the Manager, IT - Application Support & Maintenance, you will be responsible for overseeing the daily activities and workflow of the Application Support Analysts. They will work collaboratively and independently to ensure outstanding service and support is...

  • Server Analyst

    2 months ago

    St. Albert, Canada Alberta Gaming, Liquor and Cannabis Full time

    **Server Analyst** **ABOUT AGLC** Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust. **ABOUT INFORMATION TECHNOLOGIES** IT proudly provides the...

  • Server Analyst

    7 days ago

    St. Albert, Canada Alberta Gaming, Liquor and Cannabis Full time

    **Server Analyst** **ABOUT AGLC** Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust. **ABOUT INFORMATION TECHNOLOGIES** IT proudly provides the...

  • Systems Analyst

    2 weeks ago

    St. Albert, Canada Alberta Gaming, Liquor and Cannabis Full time

    **Systems Analyst** **ABOUT AGLC** Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust. **ABOUT INFORMATION TECHNOLOGIES** IT proudly provides the...

  • Server Analyst

    2 months ago

    St. Albert, Canada Alberta Gaming, Liquor and Cannabis Full time

    **Server Analyst** **ABOUT AGLC** Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust. **ABOUT INFORMATION TECHNOLOGIES** IT proudly provides the...

  • Server Analyst

    2 days ago

    St. Albert, Canada Alberta Gaming, Liquor and Cannabis Full time

    **Server Analyst** **ABOUT AGLC** Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust. **ABOUT INFORMATION TECHNOLOGIES** IT proudly provides the...