Service Desk Analyst (Mirabel)

Responsibilities

• Analyze and resolve technical problems for School Districts.
• Act as a technical resource for provincial L1 staff in troubleshooting, diagnosing, and resolving incidents for all aspects of NGN problems via telephone, email, and our ticketing system.
• Serve as the Primary Point of Contact for Customer Level 1 support.
• Manage tickets and customer expectations.
• Meet operational Service Level Agreements.
• Collaborate with Agile feature teams to resolve problems.
• Maintain confidentiality regarding information 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 the knowledge base...