Service Desk Analyst - saint-georges

Responsibilities

• Analyze and resolve technical problems for School Districts
• Act as technical resource for provincial L1 staff in troubleshooting, diagnosing and resolving incidents for all aspects of NGN problems via telephone, email and the ticketing system
• Serve as the 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 the information being 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, FAQ, Troubleshooting and Knowledge Base Articles for internal and external users
• Analyze and resolve technical problems for established networks based on knowledge base
• Use ne...