Service Desk Analyst - Fujitsu (Saint-Esprit, Quebec)

Overview

Analyze and resolve technical problems for School Districts. Responsibilities

Acts as technical resource for provincial Level 1 staff, troubleshooting, diagnosing and resolving incidents related to NGN problems via telephone, email and ticketing system. Serve as 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 regarding data 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, FAQs, troubleshooting guides and knowledge base articles for internal and external users.Analyze and resolve technical problems for established networks using knowledge base. Use network analysis tools to troubleshoot problems. Develop internal Standard Operational Process documentation. Leverage comprehensive network experience and training. Working Hours

Helpdesk hours are 7 am to 7 pm PST. Employees will be required to work on a shift rotation within these hours. Required Certifications

Successful candidate must complete ITIL Certification and SAFe Agile Certification. Core Skills

3‑4 years’ experience in a service desk environment. 1+ year of Level 2 service desk support within an MPLS network environment (preferred). Ability to communicate effectively with School District clients and service providers. Familiarity with tools such as HEAT, WordPress (asset). Strong initiative, analytical and logical approach to testing and troubleshooting.Desirable Certifications

Network Certifications, HDI Support Center Analyst Certificate, Aspen exposure, SAFe Agile experience. Additional Skills

Strong interpersonal skills. Ability to deal with difficult clients. Self‑starter, independent learner. Valuable written and oral communication. Compensation

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. Additionally, the role may be eligible for a short‑term incentive based on company results and individual performance.Benefits

Health, retirement and other benefits are offered.

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