Job Description

Position Title :: Senior Help Desk Analyst
Work Location :: Edmonton, Alberta(100% Remote)
Position Type :: Contract
Duration :: 1 Year (Possibility of ext.):
Responsibilities :The Senior Application Support Analyst works directly with end users (both internal to the client as well as external stakeholders) to troubleshoot technical issues, create and process requests and support business teams.
To be successful in this role, this position requires strong political acumen, written and verbal communication skills, and extensive experience with stakeholder relations.
The ideal candidate must be able to prioritize and manage the workload effectively, demonstrate independence in decision-making, be self-motivated and able to work independently.

• Receive and respond to inquiries related to applications supported by the Help Desk team.
• Respond to escalated inquires received by VIP team
• Assist users with creation of requests in BERNIE (ServiceNow) and follow up as needed
• Collaborate with business teams to migrate SP2016 sites to SharePoint Online
• Collaborating with stakeholders to gather requirements for SharePoint solutions and enhancements
• Managing SharePoint permissions, user access, and security settings
• 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.
• 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.
• Participate in related projects as required.
• Develop and maintain documentation as required.
• Communicating application errors found during call resolution and testing application when errors are resolved.
• Identification of future training needs.
• Regular status reports of all reported issues.3

Equipment requirements:

• Resource will require own equipment

Resources must provide their own computer and related equipment. The computer\'s operating system must be a modern version of Windows or MacOS that is compatible with Azure Virtual Desktop (AVD) and related software for remote access. Windows is preferred due to better compatibility. AVD/remote-related software will be installed on the resource\'s computer.Working Hours:

• Standard Hours of work are 08:15 \xe2\x80\x93 16:30 Alberta time, Monday through Friday excluding holidays observed by the province
• Work must be done from within Canada, due to network and data security issues.
• It is anticipated the role will be 100% remote, however in the event of an onsite meeting, the client does not pay for travel to attend on-site meetings, nor any expenses related to relocation, commuting, housing/accommodation, food/drink.

Standard Background check required

• The Supplier shall, prior to commencement of the Services, provide the province, on its request and at no cost to the province, with criminal record checks.

Enhanced Background check required

• A standard criminal record check will be required before we start the Enhanced Security Clearance process.
• An Enhanced Security Clearance will be required for these positions, which will be coordinated by client only for these positions.

Mandatory Training Courses:

• Once hired the resource will be required to complete all mandatory training which includes but not limited to Freedom of Information and Protection of Privacy Act and Security awareness training. There may also be some optional courses as well.

NR Consulting