Service Desk Expert

4 weeks ago

Chennai, Tamil Nadu, India Fujitsu Full time

Service Desk Analyst. This role will provide support to users of the for the Student Information System implemented across all onboarded School Districts in Ontario.The Service Desk Analyst will:Analyze and resolve technical problems for School DistrictsActs as technical resource for L1 staff in troubleshooting, diagnosing and resolving incidents for all aspects of the SIS application problems via telephoneBe the Primary Point of Contact for Customer Level 1 support Manage tickets and customer expectations to meet operational SLAsProvide SIS guidance to School District clientWork with Agile feature teams to resolve SIS related problemsMaintain confidentiality with regard to the information being processed, stored or accessed by the School DistrictsDocument problems and resolutions for future reference using Service Desk tools including ASPCreate 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 baseUse of network analysis tools to troubleshoot problemsREQUIRED SKILLS3-4 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 the service providers ITIL Certification, or experience with ITIL and ITIL based ticketing systemsFamiliarity with the following tools or equivalent would be an asset: ServiceNow, Aspen, Word Pressstrong initiation skills Troubleshooting skills The following certifications are highly desirable: Network Certifications, HDI Support Center Analyst Certificate ADDITIONAL SKILLS Agile Scrum Foundation CertificateStrong interpersonal skills are highly desirableAbility to deal with difficult clients Self-starter Independent learnerGood written and oral communicationAspen exposure an assetKnowledge of Agile developmentA successful applicant without all of the above qualifications will have the intrinsic motivation to achieve proficiency and certifications as applicable on the job.

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