Service Desk Analyst - abbotsford, Abbotsford

Responsibilities - Act as a technical resource for provincial L1 staff in troubleshooting, diagnosing and resolving incidents for all aspects of NGN problems via telephone, email, and ticketing system. - Serve as the Primary Point of Contact for Customer Level 1 support. - Manage tickets and customer expectations, meeting 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 guides, and Knowledge Base articles for internal and external users. - Analyze and resolve technical problems for established networks based on knowledge base and network analysis tools. - Develop internal Standard Operational Process documentation. - Leverage comprehensive network experience and training. - Meet operational Service Level Agreements. Helpdesk hours are 7am to 7pm PST. Individuals will be required to work on a shift rotation within the aforementioned hours. Required Skills - 3-4 years’ experience in a service desk environment. - 1+ years of Level 2 service desk support within an MPLS network environment (preferred). - Strong communication skills for interacting effectively with School District clients and service providers. - Familiarity with tools such as HEAT or WordPress is an asset. - Robust initiative and analytical, logical approach to testing and troubleshooting. - Completion of ITIL Certification and SAFe Agile Certification is required. Additional Skills - Strong interpersonal skills. - Ability to handle difficult clients. - Self‑starter and independent learner. - Good written and oral communication. - Experience with Aspen or SAFe Agile is an asset. Salary and Benefits The pay range for this role is estimated at $48,370.00 to $69,652.80 CAD. The position offers a full range of health, RRSP, and other perks. Apply on Kit Job: kitjob.ca/job/2prfcb