Service Desk Analyst – ServiceNow

1 month ago

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

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 field.
Requirements:
  • 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.
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 in technology.
  • 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.

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