Service Desk Analyst

4 weeks 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 service delivery.

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 system
  • Collaborate with cross-functional teams to resolve issues and improve service delivery
  • Develop and maintain knowledge of IT systems and processes
  • Stay up-to-date with industry trends and best practices
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
  • Ability to work in a fast-paced environment and prioritize tasks effectively
Competencies:
  • Customer Orientation: Stay close to customers and consumers, anticipating and meeting their needs
  • Team Management: Create and maintain functional work units, understanding human dynamics and team formation
  • High Standards: Possess a high inner work standard, striving for quality and completion within deadlines
  • Organization & Planning: Manage time wisely, prioritize tasks, and follow through on changes in technology
  • Results Orientation: Maintain focus on outcomes and accomplishments, persisting until goals are reached
  • Communicativeness: Recognize the value of continuous information exchange and disseminate it effectively
  • Change Mastery: Adapt to needed change, modifying behavior to achieve organizational objectives
  • 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, working effectively across the organization

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