Service Desk Analyst

Responsibilities

• 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
• Be the Primary Point of Contact for Customer Level 1 support
• Manage tickets and customer expectations
• Meet operational Service Level Agreements
• Work with Agile feature teams to resolve problems
• Maintain confidentiality with regard to the information being 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 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 on shift rotation within the aforementioned hours

• 3-4 years’ experience in service desk setting
• 1+ years Level 2 service desk support in an MPLS network environment preferred
• Ability to communicate effectively with School District clients and the service providers
• Familiarity with HEAT and Word Press
• Strong initiation skills
• Analytical and logical approach to testing and troubleshooting

• Strong interpersonal skills are highly desirable
• Ability to deal with difficult clients
• Self starter
• Independent learner
• Good written and oral communication
• Aspen exposure an asset
• SAFe Agile experience an asset

• ITIL Certification and SAFe Agile Certification required
• Network certifications, HDI Support Center Analyst Certificate highly desirable

The pay range for this role is estimated at $48,370.00 to $69,652.80 CAD. Additionally, this role may be eligible for a short-term incentive based on company results and individual performance.

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

Fujitsu salaries are aligned to the specific geographic location in which the work is primarily performed. The disclosed range is not adjusted for geographic differential and is not typically at the top of the scale; compensation decisions depend on circumstances such as skills, qualifications, experience, and comparison to other employees already in this role.