Service Desk Analyst (St. Catharines)

Responsibilities

Analyze and resolve technical problems for School Districts. Act as a 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 Operating Process documentation. Leverage comprehensive network experience and training. Helpdesk hours are 7am to 7pm PST. Individuals will be required to work on a shift rotation within the aforementioned hours. Qualifications & Certifications

3–4 years of experience in a service desk environment. 1+ years of Level 2 service desk support in a MPLS network setting preferred. Completion of ITIL Certification and SAFe Agile Certification. Strong initiation skills. Analytical and logical approach to testing and troubleshooting. Excellent communication skills, both written and oral. Strong interpersonal skills and ability to deal with difficult clients. Self‑starter, independent learner. Experience with network analysis tools. Additional Skills

Familiarity with HEAT, WordPress, or equivalent tools. Experience with Aspen exposure. SAFe Agile experience. Network certifications and HDI Support Center Analyst Certificate. Fujitsu salaries are aligned to the specific geographic location in which the work is primarily performed. The pay range for this role is estimated at $48,370.00 to $69,652.80 CAD. The role may be eligible for a short‑term incentive based on company results and individual performance. As a technology company, Fujitsu recognizes that human resources are its most important capital. To create an workplace where all employees can work positively and healthily, we offer a full range of health, RRSP, and other benefits.

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