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Help Desk Analyst - Senior
Job Description
Senior Help Desk Analyst
Duration: 1 years plus 6 months of possible extension
Location: Edmonton, AB (Remote)
Position Overview
We are seeking experienced Senior Help Desk Analysts to provide frontline application support for users accessing online systems. This role involves direct interaction with end users to troubleshoot technical issues, resolve inquiries, and ensure seamless access to supported applications.
The analyst will support multiple business areas and may be reassigned based on operational needs.
Project
AE Help Desk Support
Key Responsibilities
End-User Support
Duration: 1 years plus 6 months of possible extension
Location: Edmonton, AB (Remote)
Position Overview
We are seeking experienced Senior Help Desk Analysts to provide frontline application support for users accessing online systems. This role involves direct interaction with end users to troubleshoot technical issues, resolve inquiries, and ensure seamless access to supported applications.
The analyst will support multiple business areas and may be reassigned based on operational needs.
Project
AE Help Desk Support
Key Responsibilities
End-User Support
- Provide frontline technical support to users accessing online applications.
- Receive, log, classify, and respond to support inquiries using Help Desk tools.
- Troubleshoot application-related issues and provide timely resolutions.
- Assign and maintain user IDs and passwords.
- Record and manage support tickets through Help Desk software.
- Escalate unresolved issues to appropriate technical teams.
- Monitor ticket progress and maintain regular communication with users.
- Provide status updates and ensure issue closure.
- Test bug fixes, enhancements, and new features.
- Identify application errors and verify resolution.
- Maintain knowledge of supported systems for effective troubleshooting.
- Maintain repository of known issues and workarounds.
- Develop and update support documentation.
- Track inquiry trends and identify training needs.
- Assist in creating user guides and training materials.
- Collaborate with technical and business teams for issue resolution.
- Coordinate communications with internal and external stakeholders.
- Support training initiatives where required.
- Ensure adherence to help desk policies and procedures.
- Identify opportunities to improve service efficiency.
- Support data validation and discrepancy resolution.
- Contribute to projects and cross-functional initiatives.
- Provide ongoing application support to stakeholders.
- Log and manage all support requests accurately.
- Assist in resolving data discrepancies where required.
- Recommend system and process improvements.
- Participate in documentation and knowledge sharing.
- Support training and communication initiatives.
- Bachelor s Degree or Diploma in IT, Computer Science, Engineering, Mathematics or equivalent.
- Eligibility for Enhanced Security Clearance.
- Minimum 4 years of experience in:
- Application Help Desk support
- User identity verification and account management
- Help Desk software usage
- Supporting multiple applications
- Client interaction and stakeholder coordination
- Microsoft Office Suite
- Minimum 1 year experience with:
- Microsoft SharePoint (2005 or higher)
- Experience developing user manuals or training materials
- Experience documenting business processes and workflows
- Experience supporting User Acceptance Testing (UAT)
- Experience supporting web-based applications
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Discover exciting job opportunities near Edmonton, Alberta! This thriving city offers a perfect blend of urban amenities and picturesque natural beauty, making it an ideal place to advance your career. Known as the "Gateway to the North," Edmonton boasts a vibrant arts scene with attractions like the Art Gallery of Alberta and the Winspear Centre. Immerse yourself in the local culture by enjoying delicious food at the city's diverse restaurants, catching a show at the Citadel Theatre, or cheering on the Edmonton Oilers at Rogers Place. With plenty of parks, river valleys, and outdoor activities to enjoy, Edmonton provides a well-rounded lifestyle for both work and play. Explore our job listings and embark on your career journey in this charming and dynamic region today!
Staffing Leader of the Year Anju Abel
CEO, LanceSoft
LanceSoft is proud to announce that its Chief Executive Officer, Anju Abel, has been honored with the prestigious "Staffing Leader of the Year" award at the 2025 TIARA Staffing Awards US. The award recognizes her visionary leadership and significant contributions to improving staffing processes, employee engagement, and workforce outcomes.
Anju Abel's leadership has been instrumental in transforming LanceSoft's global staffing operations. Her focus on innovation, employee satisfaction, and client-centric delivery has led to higher retention rates, a motivated workforce, and enhanced operational efficiency.
"This award is a testament to the incredible team at LanceSoft and our unwavering commitment to redefining staffing solutions," said Anju Abel. "I'm honored to receive this recognition and proud of the impact we continue to make in the lives of our clients and talent worldwide."
The judging panel highlighted Anju's ability to consistently deliver outstanding client success stories, exceed expectations, and foster professional development within her team. Her active community involvement and dedication to advancing the staffing industry were also key factors in her selection.
TIARA Awards are known for celebrating excellence, innovation, and achievement in the talent acquisition sector, and this accolade places Anju among the top leaders reshaping the future of workforce solutions.