Help Desk Analyst

Job Description:
Project Name: Alberta Post Secondary Application System Support

• The Application Help Desk Analyst role will provide front line support primarily to members of the public and post-secondary institutions who require assistance with ApplyAlberta.
• ApplyAlberta, Alberta Post-Secondary Application System (APAS) is an online application and transcript transfer system that anyone can use to apply to undergraduate programs at one or more of Alberta's post-secondary institutions.
• 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.

Roles & Responsibilities:

• 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.

Skills & Qualification:

• Bachelor Degree or Diploma in - IT, Computer Science, Math or Engineering or equivalent experience
• 4 years of 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 years’ experience as an Application Help Desk analyst working with stakeholders external to the organization. troubleshooting, customer service, application support, training. External Users=users outside organization being supported - e.g. public customers, students, etc.
• 4 years of experience in utilization of any of the following Helpdesk software or equivalency: BMC Remedy, Cherwell, MS Team Foundation Server, Rational Clear quest, HEAT, etc.
• 4 years of working experience with MS tools
• 4 years of experience with supporting multiple web-based application simultaneously
• 4 years of experience in user identity verification process, and maintaining user ID’s, passwords and accounts permission levels for business applications

Nice to have:

• 1 years of experience with providing end user operational system support, including data collection, data editing, data validation and data conversion within an enterprise system that contains user information.
• 1 years of 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.
• 1 years of Experience with post-secondary education and/or education systems and/or systems that support post-secondary education.
• 1 years of Experience documenting user requirements, business processes, and workflows.
• 1 years of Experience developing and delivering user manuals and training materials.
• 1 years of Experience in planning/performing/monitoring User acceptance testing.