Help Desk Analyst - Senior

Project Name:
AE Help Desk Support
Scope:

The Application Help Desk Analyst role will provide front line support primarily to members of the public accessing various online systems in relation to the ministries of Education and Advanced Education. The analyst works directly with end users to troubleshoot technical issues.

The resource will be assigned to support various business areas for application support. However, this role may be reassigned to work in other business areas as required.

Duties:

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.
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.
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.
Maintain a repository of known problems/issues and related resolution/work around; and a repository of best practices, for each application.
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.
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.
Recording and classifying calls/inquiries in the Help Desk software application.
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.
Collection and editing/validating/converting data.
Identification of future training needs.
Regular status reports of all reported issues.

The resource will be responsible for delivering the following services:

The Application Help Desk Analyst provides application support to stakeholders.
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 co-ordinate Help Desk related activities that require communications to the external stakeholders with business areas
Cross trains within Help Desk environment as required.