Service Desk Analyst (Lethbridge)

Analyze and resolve technical problems for School Districts

Responsibilities

• Acts as technical resource for provincial Level 1 staff in troubleshooting, diagnosing and resolving incidents for all aspects of NGN problems via telephone, email and 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 School Districts.
• Document problems and resolutions using Service Desk tools including HEAT.
• Create and update standard operating procedures, FAQs, 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 problem...