Service Desk Analyst - saint-esprit (Saint-Esprit, Quebec)

Analyze and resolve technical problems for School Districts

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 Primary point of contact for Customer Level 1 support Manage tickets and customer expectationsMeet operational Service Level Agreements Work with Agile feature teams to resolve problems Maintain confidentiality of information processed, stored or accessed by the School Districts Document problems and resolutions 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 Helpdesk hours are 7am to 7pm PST. Individuals will be required to work on shift rotation within the aforementioned hours.Certification requirements: Complete ITIL Certification and SAFe Agile Certification. Required Skills and Experience

3–4 years’ experience in service desk environment 1+ years Level 2 service desk support (within a MPLS network environment preferred) Ability to communicate effectively with School District clients and service providers Familiarity with HEAT, WordPress or equivalent tools Strong initiation skillsAnalytical 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 Positive written and oral communication Aspen exposure SAFe Agile experience Compensation and Benefits

Fujitsu salaries are aligned to the specific geographic location in which the work is primarily performed. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The pay range for this role is estimated at $48,370.00 to $69,652.80 CAD, with potential 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 environment where all employees can work positively and healthily, we offer a full range of health, RRSP, and other benefits.

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