Service Support Specialist

Fujitsu Consulting India Pvt Ltd

Pune

Not disclosed

Work from Office

Full Time

Min. 3 years

Job Details

Job Description

Service Desk Expert

  • 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.

Job role

Work location

Chennai / Pune

Department

IT & Information Security

Role / Category

IT Support

Employment type

Full Time

Shift

Day Shift

Job requirements

Experience

Min. 3 years

About company

Name

Fujitsu Consulting India Pvt Ltd

Job posted by Fujitsu Consulting India Pvt Ltd

This job has expired

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