Senior Help Desk Analyst

Senior Help Desk Analyst

We are seeking a Senior Help Desk Analyst to support a public sector education initiative providing front line application support to members of the public and internal stakeholders. This role is critical to ensuring that end users can effectively access and use various online systems. The analyst will work directly with end users to troubleshoot technical issues, resolve inquiries, and maintain system stability across multiple applications serving large-scale enterprise environments.

This position requires someone who can receive, troubleshoot, and resolve application support inquiries while coordinating with both technical and business teams to support multiple applications for various stakeholders simultaneously. The role involves utilizing Help Desk software to log and track tickets, testing solutions and bug fixes to ensure they address client concerns, monitoring inquiry trends to identify training needs, and maintaining repositories of known issues and best practices. The analyst will also be responsible for user identity verification, maintaining user IDs and passwords, developing and maintaining documentation, and coordinating communications between external stakeholders, internal staff, and business areas to ensure all parties remain informed of issue status and resolution.

Qualifications

• Bachelor degree or diploma in IT, Computer Science, Math or Engineering or equivalent experience
• 4+ years - Application Help Desk Analyst experience working with external stakeholders and providing assistance, troubleshooting and training for large-scale enterprise applications
• 4+ years - user identity verification processes and maintaining user IDs, passwords and account permission levels for business applications
• 4+ years - Help Desk software such as BMC Remedy, Cherwell, MS Team Foundation Server, Rational Clear Quest or HEAT
• 4+ years - working directly with clients and coordinating with external stakeholders and internal business areas to ensure communications are relayed to all parties
• 4+ years - supporting multiple applications for various stakeholders simultaneously
• 4+ years - Microsoft Office tool suites

Nice to Have

• 1+ years - developing and delivering user manuals and training materials
• 1+ years - documenting user requirements, business processes and workflows
• 1+ years - planning, performing and monitoring User Acceptance Testing
• 1+ years - end user operational system support including data collection, data editing, data validation and data conversion within enterprise systems containing user information
• 1+ years - supporting web-based systems with knowledge of various internet browsers including Internet Explorer, Google Chrome, Edge, Firefox and Safari
• 1+ years - design, development, implementation, integration and support of Microsoft SharePoint 2005 and higher