IT Support Agent supporting users, devices, networks, and software at Coperion. Maintaining IT operations for a global industrial process technology company.
About the role
- Senior Help Desk Analyst providing application support for Alberta Education and Advanced Education online systems. Troubleshooting public users’ issues, managing tickets, testing fixes, and coordinating resolutions.
Responsibilities
- Provide front-line application support primarily to members of the public accessing online systems for the ministries of Education and Advanced Education
- Work directly with end users to troubleshoot technical issues
- Receive and respond to application-related inquiries
- Advise inquirers of inquiry resolutions
- Log tickets and retrieve calls using Help Desk software, escalating pending inquiries to expert support when required
- Coordinate with technical teams, business teams, ministry resources, government departments, and external stakeholders to resolve issues
- Monitor proposed solutions and keep clients informed of inquiry status
- Test end-user solutions, bug fixes, and new application features
- Monitor inquiry trends and assist with revising training materials and participating in training
- Maintain repositories of known problems, workarounds, and application best practices
- Arrange training and other activities with external stakeholders and internal staff
- Maintain application knowledge for effective support
- Assign and maintain user IDs and passwords
- Coordinate and relay Help Desk communications to external stakeholders and internal staff
- Participate in related projects
- Develop and maintain documentation
- Record and classify calls and inquiries
- Communicate application errors found during resolution and test applications after errors are resolved
- Collect, edit, validate, and convert data
- Identify future training needs
- Provide regular status reports on reported issues
- Resolve data discrepancies related to student data within Stakeholder Registry (SHR), when assigned
- Follow Help Desk policies, processes, and procedures
- Identify and recommend operational changes and enhancements
- Investigate alternatives and recommend business process and systems changes
- Cross-train within the Help Desk environment
Requirements
- Experience providing application help desk support to end users
- Ability to troubleshoot technical issues and resolve application-related inquiries
- Ability to use Help Desk software to enter tickets, retrieve logged calls, and forward pending inquiries
- Ability to communicate effectively with technical and business teams
- Experience testing end-user solutions, bug fixes, and new application features
- Ability to maintain repositories of known problems, workarounds, and best practices
- Ability to assign and maintain user IDs and passwords
- Ability to collect, edit, validate, and convert data
- Ability to record and classify calls and inquiries
- Ability to develop and maintain documentation
- Ability to prepare regular status reports on reported issues
- Ability to follow Help Desk policies, processes, and procedures
- Ability to identify and recommend operational changes and enhancements
- Ability to investigate resolution alternatives and recommend business process and systems changes
- Ability to cross-train within a Help Desk environment
- Education requirements are not specified
Job title
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Degree requirement
No Education Requirement
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