Service Desk Analyst (Montreal)

Analyze and resolve technical problems for School Districts

Responsibilities:

• Acts as 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
• 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 of information processed, stored or accessed by the School Districts
• Document problems and resolutions 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 network analysis tools to troubleshoot problems
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