Service Desk Analyst (Toronto)

Analyze and Resolve Technical Problems for School Districts

• Acts as a technical resource for provincial Level1 staff in troubleshooting, diagnosing and resolving incidents for all aspects of NGN problems via telephone, email and our ticketing system.
• Serves as the Primary Point of Contact for Customer Level1 support.
• Manages tickets and customer expectations while meeting operational Service Level Agreements.
• Works with Agile feature teams to resolve problems.
• Maintains confidentiality regarding the information processed, stored or accessed by the School Districts.
• Documents problems and resolutions for future reference using Service Desk tools, including HEAT.
• Creates and updates standard operating procedures, FAQ, troubleshooting and Knowledge Base articles for internal and external users.
• Analyzes and resolves technical problems for established networks based on the knowledge base.
• Uses netwo...