Technical Service Desk Analyst Role

Join Fujitsu as a Technical Service Desk Analyst to support School Districts in resolving technical issues. This role provides customer support for networks, focusing on effective communication and problem resolution.
You will be a pivotal resource for Level 1 support staff in troubleshooting incidents related to NGN problems through various channels. This position entails managing customer expectations and maintaining adherence to Service Level Agreements while working within an Agile environment. You will also document solutions and create knowledge base articles to enhance support processes.
Key Responsibilities:
• Act as a technical resource for Level 1 support staff
• Manage incident tickets and customer communications
• Ensure compliance with Service Level Agreements
• Document resolutions using HEAT software
• Develop and update operational process documentation
Requirements:
• 3–4 years in a service desk environment
• 1+ year of Level 2 support exp...