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Service Desk Analyst – ServiceNow

2 months ago

Victoria, British Columbia, Canada Integro Softwares Inc Full time
Job Title: Service Desk Analyst – ServiceNow

Job Summary:

We are seeking a highly skilled Service Desk Analyst to join our team at Integro Softwares Inc. The successful candidate will be responsible for providing exceptional customer service, resolving technical issues, and ensuring seamless support for our clients.

Key Responsibilities:

  • Provide timely and effective support to clients via phone, email, and chat
  • Resolve technical issues and escalate complex problems to senior technicians
  • Manage and prioritize tickets in our ServiceNow system
  • Collaborate with cross-functional teams to resolve issues and improve processes
  • Develop and maintain knowledge of our products and services

Requirements:

  • Bachelor's degree in Computer Science, IT, or related field
  • Minimum 3 years' experience in a customer-facing role, preferably in IT
  • ITIL certification or equivalent experience
  • Experience with ServiceNow or similar ticketing systems
  • Excellent communication and problem-solving skills

Competencies:

  • Customer Orientation: Stay close to customers and consumers, anticipating and meeting their needs
  • Team Management: Create and maintain functional work units, recruiting and selecting team members
  • High Standards: Possess a high inner work standard, striving for quality and deadlines
  • Organization & Planning: Manage time wisely, prioritize tasks, and follow through on changes
  • Results Orientation: Maintain focus on outcomes, motivated by achievement, and driven by a need for closure
  • Communicativeness: Recognize the value of continuous information exchange and disseminate it effectively
  • Change Mastery: Adapt to needed change, modify behavior, and use change management techniques
  • Business Thinking: See the organization as integrated business processes, understanding how work connects with other areas
  • Relationship Building: Establish and maintain a broad network of relationships, valuing them and working effectively across the organization