Senior Help Desk Analyst

Job not on LinkedIn

🕒 September 29

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Pathlion

WebsiteAll Job Openings

- employees

🏛️ Government

💼 Consulting

🏢 Enterprise

Government • Consulting • Enterprise

Pathlion is a professional services firm focused on public-sector digital transformation. It delivers end-to-end project management for ServiceNow implementations and financial-system projects for Ontario government clients, provides senior organizational change management for Alberta consumer-licensing modernization (including AI enablement and adoption), and offers DevOps and automation services for Alberta government digital services. Pathlion’s work centers on program delivery, stakeholder engagement, compliance with government standards and procurement rules, training and adoption, and building CI/CD, monitoring, and production operations for public-sector IT systems.

📋 Description

• 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

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