Overview
On Site
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - 18 Month(s)
Skills
Acceptance Testing
Analytical Skill
Application Support
BMC Remedy
Business Management
Collaboration
Communication
Customer Service
Job Details
We are looking for Senior Help Desk Analyst - Remote / Telecommute for our client in Edmonton, AB
Job Title: Senior Help Desk Analyst - Remote / Telecommute
Job Type: Contract
Job Description:
- The Senior Help Desk Analyst is responsible for providing advanced application support and technical assistance to users across the organization.
- This role handles escalated inquiries, supports enterprise applications, collaborates with business and technical teams, and ensures timely resolution of issues while maintaining a high level of customer service.
- Receive and respond to inquiries related to applications supported by the Help Desk team.
- Respond to escalated inquiries received by the VIP support team.
- Assist users with creating service requests in ServiceNow and follow up as required.
- Collaborate with business teams to migrate SharePoint 2016 sites to SharePoint Online.
- Gather requirements from stakeholders for SharePoint solutions and enhancements.
- Manage SharePoint permissions, user access, and security settings.
- Communicate inquiry resolutions clearly to users and stakeholders.
- Log, track, and manage tickets using Help Desk software and escalate issues when required.
- Coordinate with technical and business teams to resolve client issues efficiently.
- Monitor solution progress and provide regular status updates to clients.
- Test end-user solutions, bug fixes, and new application features prior to release.
- Coordinate training arrangements with internal teams and external stakeholders.
- Maintain application knowledge to ensure effective support delivery.
- Assign and manage user IDs, passwords, and access permissions.
- Participate in related projects and initiatives as required.
- Develop and maintain technical and procedural documentation.
- Identify and communicate application errors and verify fixes post-resolution.
- Coordinate communications with internal teams, client staff, and external stakeholders.
- Identify future training needs and provide recommendations.
- Prepare regular status reports for all reported issues.
- Eligibility based on education and experience combinations including degree, diploma, certificate, or equivalent help desk experience.
- Minimum five years of experience working in a Help Desk role.
- Experience supporting large-scale enterprise applications and external stakeholders.
- Experience with user identity verification and access management processes.
- Experience using Help Desk software platforms such as BMC Remedy, Cherwell, HEAT, or equivalent tools.
- Experience coordinating communications with clients and internal business teams.
- Experience supporting multiple applications simultaneously.
- Strong experience using Microsoft Office applications.
- Experience with design, development, implementation, integration, and support of Microsoft SharePoint environments.
- Willingness to complete a criminal records check and enhanced security clearance, including a credit check.
- Seven years of application help desk and enterprise application support experience required.
- Seven years of experience with SharePoint technologies required.
- Experience developing user manuals and training materials.
- Experience documenting business requirements, workflows, and processes.
- Experience planning and supporting user acceptance testing activities.
- Experience providing operational system support including data validation and conversion.
- Experience supporting web-based systems across multiple browsers and devices.
- Strong troubleshooting and analytical skills.
- Excellent communication and stakeholder management abilities.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong documentation and reporting skills.
- University degree, diploma, certificate, or equivalent experience in Information Technology, Business Management, or a related discipline.
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