Service Desk Analyst - Fujitsu (Mercier), Montérégie-Nord (Saint-Antoine-Sur-Richelieu)

Responsibilities

Analyze and resolve technical problems for School Districts. Act as technical resource for provincial Level 1 staff in troubleshooting, diagnosing, and resolving incidents for all aspects of NGN problems via telephone, email, and the ticketing system. Serve as the Primary Point of Contact for Customer Level 1 support.Manage tickets and customer expectations to meet operational Service Level Agreements. Work with Agile feature teams to resolve problems. Maintain confidentiality with regard to 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 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 these hours. Qualifications and Experience

3–4 years’ experience in a service desk environment. 1+ year of Level 2 service desk support, preferably within an MPLS network environment. Ability to communicate effectively with School District clients and service providers. Familiarity with HEAT and WordPress or equivalent tools. Strong initiation skills.Analytical and logical approach to testing and troubleshooting. ITIL Certification and SAFe Agile Certification required. Network Certifications and HDI Support Center Analyst Certificate highly desirable. Additional Skills

Solid interpersonal skills. Ability to deal with difficult clients. Self‑starter and independent learner. Good written and oral communication. Experience with Aspen and SAFe Agile considered an asset. Benefits and Compensation

Salary range: $48,370.00 to $69,652.80 CAD. The role may also be eligible for a short‑term incentive based on company results and individual performance. Full range of health benefits, RRSP, and other benefits are provided.

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