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Service Desk Analyst

2 months ago

Victoria, British Columbia, Canada Integro Softwares Inc Full time

Job Summary

Integro Softwares Inc is 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 technical support and troubleshooting for software and hardware issues
  • Manage and resolve customer complaints and issues in a timely and professional manner
  • Collaborate with internal teams to resolve complex technical issues
  • Develop and maintain knowledge of our products and services to provide accurate and effective support
  • Participate in continuous improvement initiatives to enhance the quality of our services

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

Preferred Qualifications

  • Experience working in a software development or IT services company
  • Knowledge of Agile and/or Lean methodologies
  • Experience with MS Office products

Competencies

  • Customer Orientation
    • Stay close to customers and consumers
    • View the organization through the eyes of the customer/consumer
  • Team Management
    • Create and maintain functional work units
    • Understand the human dynamics of team formation and maintenance
  • High Standards
    • Possess a high inner work standard
    • Show pride in work
  • Organization & Planning
    • Have strong organizing and planning skills
    • Manage time wisely and prioritize multiple competing tasks
  • Results Orientation
    • Maintain focus on outcomes and accomplishments
    • Persist until the goal is reached
  • Communicativeness
    • Recognize the value of continuous information exchange
    • Disseminate information in a variety of ways
  • Change Mastery
    • Adapt to needed change
    • Modify behavior when appropriate
  • Business Thinking
    • See the organization as a series of integrated and interlocking business processes
    • Understand how work connects with and affects other areas of the organization
  • Relationship Building
    • Establish and maintain a broad network of relationships
    • Value relationships and work effectively across the organization