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Service Desk Analyst – ServiceNow
2 months ago
At Integro Softwares Inc, we are seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities:- Provide timely and effective technical support to clients via phone, email, and chat.
- Resolve technical issues and escalate complex problems to senior technicians or vendors as needed.
- Document and track client interactions and issues in our ticketing system.
- Collaborate with internal teams to resolve client issues and improve overall service delivery.
- Stay up-to-date with the latest technology trends and advancements in the industry.
- Bachelor's degree in Computer Science, IT, Business Administration, or a related field.
- Minimum of 3 years' experience in a customer service or technical support role.
- ITIL Certification or equivalent experience.
- Experience working with ServiceNow or similar ticketing systems.
- Excellent communication and problem-solving skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks.
- 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 high-quality work and timely completion.
- 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, valuing them and working effectively across the organization.
