Application Help Desk Analyst

Application Help Desk Analyst

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Job Description:
Our client has a requirement for an Application Help Desk Analyst for a contract. The position is located in Edmonton-Alberta.

What makes this Special:
Our client has a prestigious reputation and excellent work environment. This position offers an opportunity for personal learning and to contribute to important initiatives that make a difference. Our client is actively screening resumes and scheduling interviews to fill this position, so let one our professional resource managers represent you to the client, promote your skills, and help you prepare.

Requirement or Qualifications:
Application Help Desk Analyst provides front-line support to internal and external clients on a variety of business applications.

Responsibilities may include, but are not limited to the following:

- Receive and respond to inquiries related to Applications supported by the Help Desk
- Advise the inquirers of any resolution to the inquiry
- Utilize Help Desk software to enter calls 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
- End-user testing of 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 ID's and Passwords
- Co-ordinate with business areas and help desk related activities that require communications to the external stakeholders. Ensure these communications are relayed to internal staff as well.

The Vendor's Resources proposed to supply the services associated with this opportunity require the following skills:

- Ability to learn quickly,
- Ability to problem solve/troubleshoot,
- Ability to work with minimum mentoring,
- Ability to work well both in a team setting and independently,
- Ability to deal with clients and resolve related issues,
- Ability to write and maintain technical documentation, and
- Ability to manage stress.

Mandatory Experience/Skill Criteria:

Vendors proposed Resources must have made use of the mandatory technologies within the past year in a defined support or maintenance or a project role as follows:

- Experience as a Help Desk Analyst in providing responses to inquiries, training relating to the usage of an application and maintain user ID's and passwords - 2 years.
- Experience in utilization of Help Desk software - 2 years.
- Experience in coordinating with business areas to ensure communications are relayed to all parties - 2 years.
- Experience working with Microsoft office tool suites - 3 years.
- Experience working directly with clients and providing excellent customer service - 2 years.
- Excellent verbal and communication skills as demonstrated by three (3) independent references.

Desirable Experience/Skill Criteria:

- Strong problem-solving and troubleshooting skills.
- Experience in data collection, data editing, data validation and data conversion.
- Experience in end-user testing of applications.
- Experience with web-based systems.
- Experience with application development and maintenance.
- Experience with creation of user manuals.
- Experience in identifying user requirements.
- Ability to work independently and within a team environment.
- Experience with post-secondary education and education systems.
- Experience with GAEA enterprise architecture framework
- Experience with EAE's LIFe/LIMS enterprise architecture framework
- Knowledge of COBIT and/or ITIL.

Keywords: Help Desk, Microsoft suites, Customer service, Data

COMPANY OVERVIEW:

Zylog is internationally ranked within the top 100 Global Recruitment Industry and one of the top three IT Professional Staffing Firms in Canada.

Zylog provides consulting services, software development, application migration, and recruiting services for permanent and contract positions. Zylog is a Microsoft Gold Certified Partner, HP Alliance One Partner, Telus Business Solutions Partner, Oracle Partner, and proudly represents Fortune 500, Government, Banking, Healthcare and IT organizations globally. Zylog leverages ISO 9001:2000 certified processes, industry best practices, and ownership of one of the largest professional talent databases in Canada. We are dedicated to the progress of our clients, consultants, and our community. Apply now or contact one of our experienced professional resource managers to help you find the perfect career to make the most of your unique skills and experience.

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