Service Desk Analyst (Saint-Antoine-sur-Richelieu), Montérégie-Nord (Saint-Antoine-Sur-Ric …

Analyze and resolve technical problems for School Districts Responsibilities

Acts as technical resource for provincial Level 1 staff in troubleshooting, diagnosing and resolving incidents for all aspects of NGN problems via telephone, email and ticketing system. 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 of information processed, stored or accessed by School Districts. Document problems and resolutions using Service Desk tools including HEAT. Create and update standard operating procedures, FAQs, 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 operating 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.Qualifications

ITIL Certification and SAFe Agile Certification required. Required Skills

3‑4 years’ experience in service desk environment. 1+ years Level2 service desk support within MPLS network environment preferred. Ability to communicate effectively with School District clients and service providers. Familiarity with tools such as HEAT, WordPress. Solid initiative skills.Analytical and logical approach to testing and troubleshooting. Additional Skills

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

Fujitsu salaries are aligned to the specific geographic location in which the work is primarily performed. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the circumstances of each situation. The pay range for this role is estimated at $48,370.00 to $69,652.80CAD. 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.

#J-18808-Ljbffr