Service Desk Analyst (Burnaby)

Analyze and resolve technical problems for School Districts

Responsibilities include:

• 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
• Be the 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 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 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