Service Desk Analyst

**JOB SUMMARY AND RESPONSIBILITIES** - Be the primary point of contact for the customer’s Level 1 support teams - Assess calls and provide support with experienced and knowledgeable guidance to School District client - Understand the Customer’s business cycles, managing tickets and customer expectations - Use network analysis tools to troubleshoot problems - Analyze and support the resolution of technical problems for established networks based on knowledge base - Meet operational Service Level Agreements - Maintain confidentiality regarding the information being 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 Helpdesk hours are 7am to 7pm. Individuals will be required to work on shift rotation within the aforementioned hours. **REQUIRED SKILLS** - Capacity to adjust to multiple changes, focusing on customer business needs and service events - Systematic problem solving - understanding, recreating, and identify the reason for customer calls - Ability to communicate effectively with School District clients and service providers - Ability to communicate effectively with product and infrastructure teams, translating customer calls into technical needs - Familiarity with the following tools or equivalent would be an asset: HEAT, MyEducation BC, WordPress - Strong initiation skills - Analytical and Logical approach to testing **ADDITIONAL SKILLS** - Experience in service desk environment - Scaled Agile Framework Practitioner Certificate - Strong interpersonal skills are highly desirable - Remain calm and communicates well under pressure - Independent learner - Good written and oral communication - Experience in K-12 education sector an asset Aspen exposure an asset LI-NA1 LI-Remote - Fujitsu at a Glance _ - Fujitsu is a leading information and communication technology (ICT) company, headquartered in Japan, offering a full range of technology products, solutions, and services. Approximately 132,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. _ - We are a corporate culture that places great value on the pursuit of new possibilities previously unimagined and brings them to fruition. This has been the foundation of Fujitsu’s success since its inception. In an increasingly competitive world, in which the pace of change continues to accelerate, Fujitsu must strive for continuous innovation. Each and every employee will rise to the challenge of creating new value amid changes in the management environment, technology, society and the marketplace. With a spirit of challenge, we are committed to the continuous creation of new value. Fujitsu wants innovators like you- At Fujitsu, one of our corporate principles is "We respect human rights." This principle underpins all our corporate and individual activities and guides the actions of every Fujitsu Group member. We embrace diversity and equal opportunity. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, ethnic or national origin, citizenship, political belief, social condition, family, marital or civil status, genetics, disability, age, veteran status, or conviction of an offence that is unrelated to employment. By empowering people, we can unleash our collective strengths to create a better experience for our employees, our customers, and our partners _._