Help Desk Analyst - Intermediate

Project Name:
Desktop Resource Enhancement Project

Scope:
Court Technology Services (CTS) requires additional Help Desk resources to support the increasing Courts / Justices IT environment. These resources will provide backfill at the Junior / Intermediate level to allow the CTS staff to focus on service development and improvement initiatives.

Duties:
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 enduser solutions bugfixes 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 Government of Alberta staff and to internal staff.
Collection and editing/validating/converting data.
Identification of future training needs.
Regular status reports of all reported issues.

Equipment Requirements:
GoA will supply laptop or desktop

Working Hours:
Standard Hours of work are 08:15 16:30 Alberta time Monday through Friday excluding holidays observed by the Province
Work must be done from within Alberta due to network and data security issues.

Notes on Location:
This is an onsite position.

The GoA does not pay for travel to attend onsite meetings nor any expenses related to relocation commuting housing/accommodation food/drink.

Incumbency:
This is a net new role.

Enhanced Background Check Required:
The Supplier shall prior to commencement of the Services provide the Province on its request and at no cost to the Province with criminal record checks.
A standard criminal record check will be required before we start the Enhanced Security Clearance process.
An Enhanced Security Clearance will be required for these positions which will be coordinated by GoA only for these positions.

Mandatory Training Courses:
Once hired the resource 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.

Anticipated Interviews Dates:
will be held between October 1418
Refer to the Job Posting attachments for the proposed form of contract applicable to this Contingent Resource Request

Scoring Methodology:
Financial/Pricing: 20%
Resource Qualifications: 20%
Interview Process: 60%

SUBMISSION MUST INCLUDE:
RESUME
ALL REQUIRED EXPERIENCE MUST BE DESCRIBED IN RESUME UNDER THE JOB/PROJECT WHERE EXPERIENCE WAS ATTAINED.
EACH JOB/PROJECT MUST CONTAIN THE TERM OF THE JOB/PROJECT IN THE FORMAT MMM/YYYY to MMM/YYYY.
RESOURCE REFERENCES
Three references for whom similar work has been performed must be provided. The most recent reference should be listed first. Reference checks may or may not be completed to assist with scoring of the proposed resource.

Yes/No Bachelor degree or diploma in IT Computer Science Math or Engineering or equivalent...

Other Eligibility for Enhanced Security Clearance Yes/No

Duration Experience as an Application Help Desk Analyst in working with external stakeholders...

4 years

Duration Experience in user identity verification processes and maintaining user IDs...

4 years

Duration Experience in utilization of any of the following Help Desk software or equivalency...

4 years

Duration Experience working directly with clients and coordinating with both external...

4 years

Duration Experience working on supporting multiple applications for various stakeholders at one...

4 years

Duration Experience working with Microsoft Office tool suites.

4 years

Duration Experience developing and delivering user manuals and training materials.

2 years

Duration Experience documenting user requirements business processes and workflows.

2 years

Duration Experience in planning/performing/monitoring User acceptance testing.

2 years

Duration Experience providing end user operational system support including data...

2 years

Duration Experience supporting webbased systems with knowledge of various internet browsers...

2 years

Duration Experience using Microsoft SharePoint.

2 years