Service Desk Analyst - edmonton, Edmonton

Responsibilities - Analyze and resolve technical problems for School Districts - Acts 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 Hours & Schedule Helpdesk hours are 7am to 7pm PST. Individuals will be required to work on shift rotation within the aforementioned hours. Certifications The successful candidate would be required to complete ITIL Certification and SAFe Agile Certification. Required Skills - 3-4 years’ experience in service desk workplace - 1+ years Level 2 service desk support (within an MPLS network environment preferred) - Ability to communicate effectively with School District clients and the service providers - Familiarity with the following tools or equivalent would be an asset: HEAT, WordPress - Strong initiation skills - Analytical and Logical approach to testing and troubleshooting Additional Skills - Strong interpersonal skills are highly desirable - Ability to deal with difficult clients - Self starter - Independent learner - Valuable written and oral communication - Aspen exposure an asset - SAFe Agile experience an asset Certificates (desirable) Network Certifications, HDI Support Center Analyst Certificate. Salary Range The pay range for this position is estimated at $48,370.00 to $69,652.80 CAD. This role may be eligible for a short-term incentive based on company results and individual performance. Benefits We offer a full range of health, RRSP, and other benefits. Apply on Kit Job: kitjob.ca/job/2prfcc