Help Desk Analyst

Provide front-line application support for the ApplyAlberta system to external stakeholders and internal business areas.

Responsibilities

• Log incoming calls using Help Desk software and escalate pending inquiries to expert support levels.
• Resolve data discrepancies related to student data within the Stakeholder Registry.
• Manage user identity verification, including maintaining user IDs, passwords, and account permission levels.
• Maintain documentation and follow established policies to track calls and improve operational efficiency.

Required Skills

• 5+ years of experience as an Application Help Desk Analyst supporting external users.
• 4+ years supporting multiple web-based applications simultaneously.
• 4+ years with user identity verification and account permission management.
• 4+ years using Help Desk software such as BMC Remedy, Cherwell, MS Team Foundation Server, Rational Clearquest, or HEAT.
• 4+ years working with MS tools.
• Strong troubleshooting, customer service, and application support skills.
• Bachelor Degree or Diploma in IT, Computer Science, Math, Engineering, or equivalent experience.

Preferred Skills

• Experience providing end-user operational system support, including data collection, editing, and validation.
• Knowledge of web-based systems across various browsers including Chrome, Edge, Firefox, and Safari.
• Experience documenting user requirements, business processes, workflows, or developing user manuals.