Service Desk Analyst – ServiceNow

3 days 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 base articles and documentation

Requirements:

  • Bachelor's degree in Computer Science, IT, or related field
  • Minimum 3 years' experience in a Service Desk role, preferably with ServiceNow
  • ITIL certification or equivalent experience
  • Excellent communication and problem-solving 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 deadlines
  • Organization & Planning: Manage time wisely, prioritize tasks, and follow through on changes
  • Results Orientation: Maintain focus on outcomes, driven by achievement and a need for closure
  • 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, valuing them and working effectively across the organization

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