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Service Desk Analyst

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 IT operations.

Key Responsibilities:

  • Provide timely and effective support to customers via phone, email, and chat
  • Resolve technical issues and escalate complex problems to senior technicians
  • Manage and prioritize tickets in the ServiceNow ticketing system
  • Collaborate with cross-functional teams to resolve issues and improve IT processes
  • Develop and maintain knowledge of IT systems, software, and hardware
  • Stay up-to-date with industry trends and best practices in IT service management

Requirements:

  • Bachelor's degree in Computer Science, IT, Business Administration, 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, problem-solving, and leadership skills

Competencies:

Customer Orientation

Effective performers stay close to customers and consumers, anticipating and meeting their needs.

Team Management

Effective performers create and maintain functional work units, understanding the human dynamics of team formation and maintenance.

High Standards

Effective performers possess a high inner work standard, striving for high-quality work and timely completion.

Organization & Planning

Effective performers have strong organizing and planning skills, managing their time wisely and prioritizing tasks effectively.

Results Orientation

Effective performers maintain focus on outcomes and accomplishments, persisting until goals are reached.

Communicativeness

Effective performers recognize the value of continuous information exchange, actively seeking and disseminating information.

Change Mastery

Effective performers are adaptable, embracing needed change and modifying their behavior to achieve organizational objectives.

Business Thinking

Effective performers see the organization as a series of integrated and interlocking business processes, understanding how their work connects with and affects other areas.

Relationship Building

Effective performers establish and maintain a broad network of relationships, valuing these relationships and working effectively across the organization.