Senior Help Desk Analyst

PATH

. Provide front-line application support primarily to members of the public accessing online systems for the ministries of Education and Advanced Education .

Posted 9/29/2026full-timeRemote • CanadaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in application help desk support, troubleshooting technical issues, and maintaining documentation. Proficient in using Help Desk software for ticket management and effective communication with technical and business teams.

Highest-signal resume keywords

Application Help Desk SupportTroubleshooting Technical IssuesHelp Desk Software ProficiencyTesting End-User SolutionsDocumentation Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTicket ManagementData CollectionData ValidationApplication TestingUser ID ManagementCall ClassificationBest Practices MaintenanceOperational Change RecommendationsBusiness Process Improvement

Soft Skills

Effective CommunicationCollaborationTraining CoordinationProblem-SolvingClient Relationship Management

Tools & Technologies

Help Desk Software

Industry Keywords

Application SupportEnd-User SolutionsInquiry ResolutionStakeholder CommunicationTraining Materials

About the role

Key responsibilities & impact

Provide front-line application support primarily to members of the public accessing online systems for the ministries of Education and Advanced Education
Work directly with end users to troubleshoot technical issues
Receive and respond to application-related inquiries
Advise inquirers of inquiry resolutions
Log tickets and retrieve calls using Help Desk software, escalating pending inquiries to expert support when required
Coordinate with technical teams, business teams, ministry resources, government departments, and external stakeholders to resolve issues
Monitor proposed solutions and keep clients informed of inquiry status
Test end-user solutions, bug fixes, and new application features
Monitor inquiry trends and assist with revising training materials and participating in training
Maintain repositories of known problems, workarounds, and application best practices
Arrange training and other activities with external stakeholders and internal staff
Maintain application knowledge for effective support
Assign and maintain user IDs and passwords
Coordinate and relay Help Desk communications to external stakeholders and internal staff
Participate in related projects
Develop and maintain documentation
Record and classify calls and inquiries
Communicate application errors found during resolution and test applications after errors are resolved
Collect, edit, validate, and convert data
Identify future training needs
Provide regular status reports on reported issues
Resolve data discrepancies related to student data within Stakeholder Registry (SHR), when assigned
Follow Help Desk policies, processes, and procedures
Identify and recommend operational changes and enhancements
Investigate alternatives and recommend business process and systems changes
Cross-train within the Help Desk environment

Requirements

What you’ll need

Experience providing application help desk support to end users
Ability to troubleshoot technical issues and resolve application-related inquiries
Ability to use Help Desk software to enter tickets, retrieve logged calls, and forward pending inquiries
Ability to communicate effectively with technical and business teams
Experience testing end-user solutions, bug fixes, and new application features
Ability to maintain repositories of known problems, workarounds, and best practices
Ability to assign and maintain user IDs and passwords
Ability to collect, edit, validate, and convert data
Ability to record and classify calls and inquiries
Ability to develop and maintain documentation
Ability to prepare regular status reports on reported issues
Ability to follow Help Desk policies, processes, and procedures
Ability to identify and recommend operational changes and enhancements
Ability to investigate resolution alternatives and recommend business process and systems changes
Ability to cross-train within a Help Desk environment
Education requirements are not specified