Service Desk Analyst - Application Support

Location Montreal, Canada
JobType Temporary
Salary
Reference 14995

Job Title: Service Desk Analyst - App Support (SIS ASPEN)     

Type: Contract - 12 months

Location: 
Montreal, QC H3N 1X9

Starts: April  2021

Ends: April 2022

SUMMARY OF JOB AND RESPONSIBILITIES
ASPEN Office Automation Service Analyst
-Serve as the first contact for questions relating to student information system registration requests and service requests via our ITSM ticket management system, by phone or email
-Diagnose precisely the problems related to the request, gather all applicable information and perform standard preliminary research using all relevant available resources
-Communicate effectively with applicants in a clear, positive and professional manner
-Use the ITSM knowledge base tool to determine solutions and provide answers to customer issues and service requests
- Clearly and completely document responses to service requests in our ticket management system and track incidents until resolution / closure -
Work closely with the Application Support team to find solutions to reported issues.
-Triage and escalate issues as needed to support team and vendor for resolution
-Provide customers with ongoing updates and control tickets from creation to closure through the ticket management system.
-Contribute to the ITSM knowledge base through relevant articles
-Act as a customer advocate; share problems and suggestions
-Develop an in-depth knowledge of the student information system and other applications used in the education ecosystem

These Analysts should be located in Montreal, and ideally will have prior experience with Student Information Systems.

JOB SUMMARY AND RESPONSIBILITIES
• Serve as the initial contact for student information system application issues and service requests via our ITSM ticket management system, telephone or email
• Accurately diagnose application issues; gather all applicable information; and perform standard, preliminary research using all relevant available resources
• Effectively communicate with requesters in a clear, positive, and professional manner
• Use the ITSM knowledge base tool to determine solutions and provide answers to customer issues and service requests
• Clearly and thoroughly document responses to service requests in our ticket management system, and track incidents through to resolution / closure
• Work closely with the application support team to drive solutions for reported issues.
• Triage and escalate issues as required to the support team and vendor for resolution
• Provide customers with ongoing updates and monitor tickets from inception through to closure via the ticket management system.
• Contribute relevant articles to the ITSM knowledge base
• Act as an advocate for the customer; bring issues and suggestions forward
• Develop an in-depth knowledge of the student information system and other applications utilized within the education ecosystem

REQUIRED SKILLS
-Experience with Aspen or a Kindergarten to Grade 12 student information system is preferred
-Minimum 3 years of professional experience in supportive environments for information technology
-Education / certification for information technology
-The skills in solving logical problems
-Excellent written and oral
-Experience interaction with the client - in person or by phone
-Ability to face very stressful situations; urgent problems and customer dissatisfaction-
Fluency in English and French (written and oral)
English version

REQUIRED SKILLS
• Experience with Aspen or similar K-12 Student Information System is preferred
• Minimum 3 years of work experience in Information Technology support environments
• Information Technology education / certification
• Logical problem solving skills
• Excellent written and oral communications
• Customer interaction experience - in person or telephone
• Ability to deal with high-stress situations; urgent issues and customer dissatisfaction
• Fluency in English and French (written and oral)