Service Desk Analyst - Fujitsu (Sept-Iles)

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 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 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 initiation skills - Analytical 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 - Valuable 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. Apply on Kit Job: kitjob.ca/job/2prfb9