Help Desk Analyst

Job Title: Help Desk Analyst
📍Location: Edmonton, AB (Onsite)
⌛Duration: Longterm contract
Note: Only who are residing in Alberta can apply

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. 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.
• Collection and editing/validating/converting data.
• Identification of future training needs.
• Regular status reports of all reported issues.

Kindly share your resume at “tamjeed@zortechsolutions.ca” OR connect with Tamjeed Alam