Service Desk Analyst - Fujitsu (Saint-Jean-sur-Richelieu)

Analyze and Resolve Technical Problems for School Districts - Acts as a technical resource for provincial Level1 staff in troubleshooting, diagnosing and resolving incidents for all aspects of NGN problems via telephone, email and our ticketing system. - Serves as the Primary Point of Contact for Customer Level1 support. - Manages tickets and customer expectations while meeting operational Service Level Agreements. - Works with Agile feature teams to resolve problems. - Maintains confidentiality regarding the information processed, stored or accessed by the School Districts. - Documents problems and resolutions for future reference using Service Desk tools, including HEAT. - Creates and updates standard operating procedures, FAQ, troubleshooting and Knowledge Base articles for internal and external users. - Analyzes and resolves technical problems for established networks based on the knowledge base. - Uses network analysis tools to troubleshoot problems. - Develops internal Standard Operational Process documentation. - Leverages comprehensive network experience and training. Helpdesk hours are 7am to 7pm PST. Individuals will be required to work on a shift rotation within these hours. The successful candidate must complete ITIL Certification and SAFe Agile Certification. Required Skills - 3‑4 years’ experience in a service desk environment. - 1+ year of Level2 service desk support, preferably within an MPLS network setting. - Ability to communicate effectively with School District clients and service providers. - Familiarity with tools such as HEAT or WordPress is an asset. - Strong initiation skills. - Analytical and logical approach to testing and troubleshooting. Highly desirable certifications: Network Certifications, HDI Support Center Analyst Certificate. Additional Skills - Strong interpersonal skills. - Ability to deal with difficult clients. - Self‑starter. - Independent learner. - Good written and oral communication. - Experience with Aspen exposure (asset). - SAFe Agile experience (asset). Salary and Advantages Fujitsu salaries are aligned to the specific geographic location in which the work is primarily performed. The estimated pay range for this role is $48,370.00 to $69,652.80 CAD, and the position may be eligible for a short‑term incentive based on company results and individual performance. As a technology company, Fujitsu offers a full range of health benefits, RRSP contributions, and other advantages to support employees’ physical and mental well‑being. Apply on Kit Job: kitjob.ca/job/2prfbp