Service Desk Analyst - peterborough (Deep River)

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 environment. 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. Solid 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. Benefits We offer a full range of health, RRSP, and other benefits. #J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2puxfr