Service Desk Analyst - Fujitsu (Sept-Iles), Sept-Îles

Analyze and resolve technical problems for School Districts Helpdesk hours are 7am to 7pm PST. Individuals will be required to work on shift rotation within the aforementioned hours. Responsibilities

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 AgreementsWork 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 usersAnalyze 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 Required Skills

3-4 years’ experience in service desk environment 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 HEAT, WordPress or equivalent tools (asset) Strong initiationskillsAnalytical and logical approach to testing and troubleshooting ITIL Certification and Secure Agile Certification required Additional Skills

Strong interpersonal skills Ability to deal with difficult clients Self‑starter and independent learner Good written and oral communication Exposure to Aspen (asset) SAFe Agile experience (asset) Benefits&Compensation

The pay range for this role is estimated at $48,370.00 to $69,652.80 CAD. Additionally, this role may be eligible for a short‑term incentive based on company results and individual performance. Fujitsu offers a full range of health, RRSP, and other benefits.

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