
Service Desk Expert
1 day ago
Fujitsu is seeking a highly skilled Service Desk Expert to join our team. As a Service Desk Expert, you will be responsible for providing technical support to our clients, analyzing and resolving technical problems, and acting as a technical resource for Level 1 staff.
Key Responsibilities:
- Analyze and resolve technical problems for School Districts
- Act 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 clients
- 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
Requirements:
- 3-4 years experience in service desk environment
- 1 year 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
- 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
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