Help Desk Analyst

Job not on LinkedIn

🔥 14 hours ago

🇨🇦 Canada – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.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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Workiy Inc.

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2008

💼 Consulting

📣 Marketing

🛍️ eCommerce

Consulting • Marketing • eCommerce

Workiy Inc. is a global digital solutions company specializing in comprehensive services for web and mobile application development, digital marketing, and cloud transformation. With a focus on tailored technology solutions, Workiy aims to empower businesses by enhancing their digital presence through innovative strategies including custom software development, UX/UI design, and enterprise application management. The company operates with a client-centric approach, showcasing extensive expertise in various technologies such as Drupal, Shopify, and Salesforce, promoting efficient business operations and enhanced user experiences.

📋 Description

• Provide front-line application Help Desk support to external stakeholders and end users • Receive, classify, document, track, and resolve application-related inquiries • Log and manage tickets using Help Desk/ticketing software • Troubleshoot issues and provide resolutions or workarounds • Escalate unresolved issues to appropriate technical/business teams • Maintain communication with clients throughout issue resolution • Coordinate with internal Government of Alberta teams and external stakeholders • Support user ID/password creation, maintenance, and identity verification • Investigate and resolve data discrepancies, particularly student data within Stakeholder Registry (SHR) • Test bug fixes, application changes, and new functionality • Communicate application defects identified during troubleshooting/testing • Maintain known issues, workarounds, best practices, and support documentation • Develop and update user manuals and training materials • Identify recurring issues and future training requirements • Collect, edit, validate, and convert data when required • Prepare regular status reports on reported issues • Participate in application/support-related projects • Follow Help Desk policies, procedures, and processes • Identify opportunities to improve Help Desk efficiency and effectiveness • Cross-train within the Help Desk environment

🎯 Requirements

• Bachelor’s degree or diploma in IT, Computer Science, Mathematics, Engineering, or equivalent • 4+ years of experience as an Application Help Desk Analyst supporting external stakeholders • 4+ years of experience with user identity verification, user IDs, passwords, and account administration • 4+ years of experience using Help Desk/ticketing software for logging, categorizing, tracking, resolving, and escalating tickets • 4+ years of experience working directly with clients/end users and coordinating with external and internal stakeholders • 4+ years of experience supporting multiple applications for different stakeholder groups • 4+ years of experience with Microsoft Office Suite • Experience troubleshooting application issues and coordinating resolutions with technical and business teams • Experience testing bug fixes, application enhancements, and new features • Experience maintaining support documentation, known issues, workarounds, and best practices • Nice-to-have: 1+ year developing and delivering user manuals and training materials • Nice-to-have: 1+ year documenting user requirements, business processes, and workflows • Nice-to-have: 1+ year planning, performing, or monitoring User Acceptance Testing (UAT) • Nice-to-have: 1+ year providing end-user operational system support, including data-related support • Nice-to-have: 1+ year supporting web-based applications and troubleshooting across different internet browsers • Nice-to-have: 1+ year experience with Microsoft SharePoint 2005 or higher, including design, development, or support

🏖️ Benefits

• Remote work arrangement • Monday–Friday schedule, 8:15 AM–4:30 PM Alberta time • Exclusion of provincial holidays