The Keeling Group Limited Hiring for Senior Helpdesk Analyst – remote at Edmonton, AB Full Time

Our client, Service Alberta, has an immediate requirement for a Senior Helpdesk Analyst. The successful sub-contractor(s) will start in September for a 7 month contract. One 6 month extension contract may be available.

We will pay the successful candidate(s) $32 per hour for an independent sub-contractor.

If you meet ALL of the mandatory requirements and would like to be submitted, please email your resume and we will contact you to discuss in more detail. We thank all candidates for applying, however only those candidates whom we feel meet all the mandatory requirements will be contacted.

Requisition ID

156169

CL-Help Desk Analyst – Senior (AE Help Desk)

Open

Closing Date: 30-Aug-2022
Closing Time (MT): 02:00 PM

Location of Work:
J.G. O’Donoghue Building,
7000 – 113 Street NW, Edmonton, AB

Project Overview:
The Application Help Desk Analyst position is responsible for providing front line application support to stakeholders. The Help Desk supports inquiries from a range of stakeholders; learners, apprentices, schools, school authorities, post-secondary institutions, internal GOA staff as well as the general public. These inquiries cover multiple on-line applications for various ministries that stakeholders need to access and use.
The resource will be assigned initially to the business area for application support. However, this role may be reassigned to work in other business areas as required.

Description of Services:
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.

Estimated Workdays: 142

Estimated Start Date: 06-Sep-2022

Estimated End Date: 31-Mar-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: 6 Months

Job Type: Fixed term contract
Contract length: 7 months

Salary: $32.00 per hour

Benefits:

• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Experience:

• supporting multiple web based applications: 4 years (required)
• Application Help Desk analyst: 4 years (required)
• Help Desk software or equivalency: 4 years (required)
• passwords and accounts’ permission levels: 4 years (required)

Application deadline: 2022-08-30
Expected start date: 2022-09-06