Service Desk Analyst (Chilliwack)

Position Overview Analyze and resolve technical problems for School Districts. Responsibilities - 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. - Serve as the primary point of contact for Customer Level 1 support. - Manage tickets and customer expectations. - Meet 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 and knowledge base articles for internal and external users. - Analyze and resolve technical problems for established networks based on the knowledge base. - Use network analysis tools to troubleshoot problems. - Develop internal standard operational process documentation. - Leverage comprehensive network experience and training. Hours and Shift Rotation Helpdesk hours are 7am to 7pm PST. Individuals will be required to work in a shift rotation within the aforementioned hours. Certifications - ITIL Certification and Secure Agile Certification are required. - Network certifications and the HDI Support Center Analyst Certificate are highly desirable. Required Skills - 3-4 years of experience in a service desk workplace. - 1+ year of Level2 service desk support, preferably within an MPLS network environment. - Strong communication skills – effectively communicate with School District clients and service providers. - Familiarity with HEAT and WordPress or equivalent tools. - Strong initiative. - 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. - Experience with Aspen an asset. - Experience with SAFe Agile an asset. Compensation The pay range for this role is estimated at $48,370.00 to $69,652.80CAD. Perks We offer a full range of health, RRSP, and other benefits. Apply on Kit Job: kitjob.ca/job/2prfcd