ResponsibilitiesAct as a technical resource for provincial L1 staff in troubleshooting, diagnosing and resolving incidents for all aspects of NGN problems via telephone, email, and ticketing system.Serve as the Primary Point of Contact for Customer Level 1 support.Manage tickets and customer expectations, meeting operational Service Level Agreements.Collaborate with Agile feature teams to resolve problems.Maintain confidentiality regarding information 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 guides, and Knowledge Base articles for internal and external users.Analyze and resolve technical problems for established networks based on knowledge base and network analysis tools.Develop internal Standard Operational Process documentation.Leverage comprehensive network experience and training.Meet operational Service Level Agreements.Helpdesk hours are 7am to 7pm PST.



Individuals will be required to work on a shift rotation within the aforementioned hours.Required Skills3-4 years’ experience in a service desk environment.1+ years of Level 2 service desk support within an MPLS network environment (preferred).Strong communication skills for interacting effectively with School District clients and service providers.Familiarity with tools such as HEAT or WordPress is an asset.Robust initiative and analytical, logical approach to testing and troubleshooting.Completion of ITIL Certification and SAFe Agile Certification is required.Additional SkillsStrong interpersonal skills.Ability to handle difficult clients.Self‑starter and independent learner.Valuable written and oral communication.Experience with Aspen or SAFe Agile is an asset.Salary and BenefitsThe pay range for this role is estimated at $48,370.00 to $69,652.80 CAD.The position offers a full range of health, RRSP, and other benefits.#J-18808-Ljbffr

📌 Service Desk Analyst - Abbotsford - C$48,370 - C$69,652.8 A Year (Winnipeg)
🏢 School Districts
📍 Winnipeg