Service Desk Analyst for School Districts (Rimouski)

Support educational institutions as a Service Desk Analyst focusing on technical problem resolution. Utilize your expertise to assist L1 staff and manage service requests via diverse communication channels. This position involves acting as the Primary Point of Contact for Level 1 support within School Districts. With 3-4 years in service desk environments and over a year in Level 2 support, you will troubleshoot incidents and maintain operational Service Level Agreements. Collaborate with agile teams, ensuring thorough documentation and up-to-date standard operating procedures to enhance internal knowledge resources. Key Responsibilities: - Act as a technical resource for L1 troubleshooting - Manage customer expectations while handling support tickets - Document issues and resolutions using Service Desk tools - Create operating procedures and knowledge base articles - Analyze network-related issues with diagnostic tools Requirements: - 3-4 years of service desk experience - 1+ year in Level 2 support, preferably MPLS - Robust communication skills with School Districts - ITIL and SAFe Agile certifications required - Familiarity with HEAT or similar tools Leverage your analytical skills and network expertise to significantly impact School Districts as a Service Desk Analyst. Apply on Kit Job: kitjob.ca/job/2prfbv