Service Desk Expert

1 month ago


Chennai, 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 Districts
Acts as technical resource for L1 staff in troubleshooting, diagnosing and resolving incidents for all aspects of the SIS application problems via telephone
Be the Primary Point of Contact for Customer Level 1 support Manage tickets and customer expectations to meet operational SLAs
Provide SIS guidance to School District client
Work with Agile feature teams to resolve SIS related 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 ASP
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 of network analysis tools to troubleshoot problems
REQUIRED 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 systems
Familiarity with the following tools or equivalent would be an asset: ServiceNow, Aspen, Word Press
strong initiation skills Troubleshooting skills The following certifications are highly desirable: Network Certifications, HDI Support Center Analyst Certificate ADDITIONAL SKILLS Agile Scrum Foundation Certificate
Strong interpersonal skills are highly desirable
Ability to deal with difficult clients Self-starter Independent learner
Good written and oral communication
Aspen exposure an asset
Knowledge of Agile development
A 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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