Service Desk Analyst - Regional Municipality

Position Overview

Analyze and resolve technical problems for School Districts.

• Act as technical resource for provincial L1 staff in troubleshooting, diagnosing and resolving incidents for all aspects of NGN problems via telephone, email and our ticketing system.
• Serve as the primary point of contact for Customer Level 1 support.
• Manage tickets and customer expectations.
• Meet operational Service Level Agreements.
• Collaborate with Agile feature teams to resolve problems.
• Maintain confidentiality regarding information processed, stored or accessed by the School Districts.
• Document problems and resolutions for future reference using Service Desk tools, including HEAT.
• Create and update standard operating procedures, FAQ, troubleshooting and knowledge base articles for internal and external users.
• Analyze and resolve technical problems for established networks based on the knowledge base.
• Use network analysis tools to troubleshoot problems.
• Develop internal standard operational process documentation.
• Leverage comprehensive network experience and training.

Helpdesk hours are 7am to 7pm PST. Individuals will be required to work in a shift rotation within the aforementioned hours.

• ITIL Certification and Secure Agile Certification are required.
• Network certifications and the HDI Support Center Analyst Certificate are highly desirable.

• 3-4 years of experience in a service desk environment.
• 1+ year of Level2 service desk support, preferably within an MPLS network environment.
• Strong communication skills – effectively communicate with School District clients and service providers.
• Familiarity with HEAT and Word Press or equivalent tools.
• Strong initiative.
• Analytical and logical approach to testing and troubleshooting.

• Strong interpersonal skills.
• Ability to deal with difficult clients.
• Self‑starter.
• Independent learner.
• Good written and oral communication.
• Experience with Aspen an asset.
• Experience with SAFe Agile an asset.

The pay range for this role is estimated at $48,370.00 to $69,652.80

CAD.

We offer a full range of health, RRSP, and other benefits.