Technical Service Desk Analyst

Overview

Join Fujitsu as a Technical Service Desk Analyst, tackling technical issues for School Districts. Leverage your skills in troubleshooting and incident resolution with Level 1 support. In this role, you will serve as a primary point of contact for provincial Level 1 staff and manage support tickets effectively. Through collaboration with Agile teams, you’ll help maintain operational service level agreements while ensuring the confidentiality of client information.

Your expertise will drive the documentation of processes and resolutions using tools like HEAT.

• Act as a technical resource for troubleshooting NGN problems
• Manage support tickets and client expectations
• Collaborate with Agile teams to resolve incidents
• Document all problems and resolutions systematically
• Create standard operating procedures and FAQs for users

• ITIL and SAFe Agile Certification required
• 3-4 years experience in a service desk workplace
• Excellent communication skills for client interaction
• Familiarity with HEAT and Word Press tools
• 1+ years experience in Level 2 service desk support