Help Desk Analyst (BMC, Cherwell, Clear Quest, HEAT, etc. Experience) – Teamrecruiter.com

Title of the Job: Help Desk Analyst (BMC, Cherwell, Clear Quest, HEAT, etc. Experience)

Location: Edmonton, AB

Job Description: One of our major government clients is looking for a Help Desk Analyst (BMC, Cherwell, Clear Quest, HEAT, etc. Experience)
Length: 8 months contract with a huge possibility of extension
Location: Onsite – Edmonton, AB
Hours of work: 08:15 – 16:30 Alberta time.
Project Name: Desktop Resource Enhancement Project‘The start date of this job is flexible and in order to find the best candidate the job may remain open much longer than the date mentioned on this posting… or you may be asked to start sooner than the expected start date if you are able to do so !’Please read the job description below. If this interests you, please send a MS-Word version copy of your resume (ASAP) along with a telephone contact number: E-mail to [email protected]Please mention the job title above in the subject line
The recruiter in charge of this role is ManvirAfter you have submitted your resume via e-mail please complete the application for this specific job by clicking ‘Submit Your Resume for this Job’ at the bottom of this page to match your resume to the job.If you are interested in further opportunities, why not also do a general registration in our database. By visiting our website and clicking on ‘Database Registration’If you do not think you are a match for this opportunity, but know someone who is, feel free to forward this email to them and you will be eligible for a referral bonus upon a successful hire.
Requirements:
SCOPE:
Client requires additional Help Desk resources to support the increasing IT environment. These resources will provide backfill at the Junior / Intermediate level to allow the Client staff to focus on service development and improvement initiatives.DUTIES / DESCRIPTION OF SERVICES
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 (within ministry and other government departments). 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.
Coordination of communication to external stakeholders, other staff and to internal staff.
Collection and editing/validating/converting data.
Identification of future training needs.
Regular status reports of all reported issues.Qualifications:
MUST HAVE
Bachelor degree or diploma in IT, Computer Science, Math or Engineering or equivalent experience.
Proposed resource has agreed to a Criminal Records Check and Enhanced Security Clearance prior to commencement.
Experience as an Application Help Desk Analyst in working with external stakeholders, and providing assistance, troubleshooting, training to inquiries in large-scale enterprise applications (information on applications supported must be included in claimed experience).
Experience in user identity verification processes, and maintaining user IDs, passwords and accounts permission levels for business applications.
Experience in utilization of any of the following Help Desk software or equivalency: BMC Remedy, Cherwell, MS Team Foundation Server, Rational Clear Quest, HEAT, etc.
Experience working directly with clients, and coordinating with both external stakeholders and internal business areas to ensure communications are relayed to all parties.
Experience working on supporting multiple applications for various stakeholders at one time.
Experience working with Microsoft Office tool suites.NICE TO HAVE
Experience developing and delivering user manuals and training materials.
Experience documenting user requirements, business processes, and workflows.
Experience in planning/performing/monitoring User acceptance testing.
Experience providing end user operational system support, including data collection, data editing, data validation and data conversion within an enterprise system that contains user information.
Experience supporting web-based systems with knowledge of various internet browsers using multiple devices, including but not limited to: Internet Explorer, Google Chrome, Edge, Firefox, and Safari.
Experience using Microsoft SharePoint.Mandatory Training Courses:
Once hired the candidate 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.Please note that this is the most up to date version of job description available at this time – During Client Interview you will receive additional information – variance may apply !When you have some time please register in our database (5 minutes process) to be considered for future openings; the link is available on our website at http://www.teamrecruiter.com in the Candidate section. Please follow us on LinkedIn at https://www.linkedin.com/company/teamrecruiter.com/, or on Twitter at https://twitter.com/TeamRecruiter.We thank all applicants for their interest. Only those who meet the qualifications will be contacted through telephone/email. You are encouraged to register with us in our database to be considered for future positions available.Please note: Adherence to our end client’s vaccination policy is a requirementHave a great day.At Teamrecruiter.com we offer some of the most highly qualified professionals in the workforce. We dedicate an industry trained recruitment specialist to the following areas: IT, Finance, Admin, Sales, Executive Search and Contractors. If you would like to learn more about our full-service recruiting firm please visit our website at www.teamrecruiter.com.CAMSC and ACSESS certified‘…All Offers are conditional on Client Post-Offer Conditions being met and removed by end client prior to written offer signing’‘Please note that emails from our Recruitment Firm may inadvertently be sent to your Spam Folder. When contacted regarding an employment opportunity, please keep an eye on your Spam/Junk Folder to avoid missing important communication.’THE EMPLOYER OF RECORD FOR THIS ROLE WILL BE TEAM RECRUITER / SE.Accommodations are available upon request for all individuals with disabilities taking part in the recruitment and selection process.

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