IT Helpdesk Analyst - Edmonton, Canada - Government Of Alberta

Government Of Alberta

Verified Company

Edmonton, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Department

Service Alberta

Division
Office of the Corporate Chief Information Officer

Branch Name
Client Services Management

Section
Service Desk & User Services

Project Name
AE Help Desk

Requisition Name
CL-Help Desk Analyst - Senior (AE Help Desk)

Location of Work
Remote

NOTES ON LOCATION:

Resource will work remotely, unless the remote working policy changes.

Standard Hours of work are 08:1- 16:30 Alberta time

Work must be done from within Canada, due to network and data security issues.

GoA does not pay for travel to attend on-site meetings.

Estimated Workdays
133

Estimated Start Date
22-May-2023

Estimated End Date
30-Nov-2023

Estimated Hours Per Day
7.25

Estimated On Call/Standby or Overtime Hours per Month
15.00

# of Optional Extensions
1

Maximum Duration of Extension
6Months

Project Overview

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.

ADDITIONAL DELIVERY DETAILS TO BE SHARED WITH POTENTIAL CANDIDATES:
The Consultant will provide resource(s) possessing the following skills and abilities:

May be responsible and accountable for resolving data discrepancies related to student data within Stakeholder Registry (SHR).
Utilizes Help Desk software to log all incoming calls into the appropriate categories, retrieve the correct response, and if required, forwards pending inquiries to the next level of expert support.
Participate in related projects as required.
Develop and maintain documentation as required.
Ensures all Help Desk related policy, process and procedures are followed to track and monitor all incoming calls.
Improves operations efficiency and effectiveness by identifying and recommending changes and enhancements.
Contact ministry resources to resolve problems and investigate alternatives for resolution, and recommends solutions for implementing business process and systems changes.
May coordinate Help Desk related activities that require communications to the external stakeholders with business areas
Cross trains within Help Desk environment as required.

Mandatory:

M- Proposed resource must meet or exceed one of the following combinations of education or certification and experience in the resource role:

University degree-Information Technology (IT), Business Management or related discipline & 1-yr Application Help Desk (HD) experience;
2yr diplomaIT, Business Management or related discipline & 3yr HD experience;
1yr certificateIT, Business Management or related discipline & 4yr HD experience;
5yrs of experience working within a Help Desk

1.0

M- 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.

4.0

4.0

4.0

M- Experience working with Microsoft Office suite of tools.

4.0

M- Experience in utilization of any of the following Help Desk software or equivalency:

BMC Remedy
Cherwell
MS Team Foundation Server
Rational ClearQuest
HEAT

PLEASE DESCRIBE THIS EXPERIENCE IN THE RESUME.

4.0

4.0

M- Proposed resource must work from within Canada, due to network and data security issues.

Standard Hours of work are 08:1- 16:30 Alberta time

GoA does not pay for travel to attend on-site meetings

*Select 'Verified' for YES, 'Not Verified' for NO.

Desired:

D- Experience supporting web-based systems with knowledge of various internet browsers