Help Desk Analyst

Job Summary:
The Help Desk Analyst provides front-line support to members of the public and post-secondary institutions using the online application system. This role involves troubleshooting technical issues, resolving inquiries, and escalating complex problems to higher-level support. The analyst will also contribute to documentation, training, and process improvement initiatives.
Location:Alberta, Canada
Responsibilities:
- Provides front-line support to members of the public and post-secondary institutions using the online application system.
- Troubleshoots technical issues and resolves inquiries in a timely and efficient manner.
- Escalates complex problems to higher-level support as necessary.
- Contributes to documentation, training, and process improvement initiatives.
Required Skills & Certifications:
- High school diploma or equivalent required; post-secondary education in a related field an asset.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides).
- Strong analytical and problem-solving skills with the ability to work independently and as part of a team.
- Excellent communication and interpersonal skills with the ability to effectively interact with customers and colleagues at all levels.
Preferred Skills & Certifications:
- Post-secondary education in a related field (e.g., computer science, information technology).
- Experience working in a help desk or customer service environment.
- Familiarity with online application systems and technical support tools.
Special Considerations:
- Must be able to work in a fast-paced environment with multiple priorities and deadlines.
- Ability to maintain confidentiality and handle sensitive information with discretion.
Scheduling:
- Full-time position, 37.5 hours per week, Monday to Friday, 8:30 am to 4:30 pm.