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.