Service Desk Analyst – IT Support Specialist

4 days ago

Victoria, British Columbia, Canada Integro Softwares Inc Full time

POSITION DESCRIPTION

  • As a Technical Support Specialist at Integro Softwares Inc, you will be responsible for handling sensitive data within various systems, verifying the accuracy of steps completed by other team members, and managing request queues and monitoring aging tickets.
  • You will provide status updates and follow-up, assist with backlogged tickets, and ensure timely resolution of customer issues.
  • Additionally, you will work closely with the team to develop and implement process improvements, ensuring that IT services are delivered to the highest standard.
  • Key qualifications for this role include a Bachelor's degree in Computer Science, IT, or a related field, and a minimum of 3 years' experience leading a customer service function in a fast-paced, multi-project and multi-customer IT environment.
  • ITIL Certification or working experience, and experience working with ServiceNow or similar ticketing systems, are highly desirable.

QUALIFICATIONS

  • A Bachelor's degree in Computer Science, IT, or a related field is preferred.
  • A minimum of 3 years' experience leading a customer service function in a fast-paced, multi-project and multi-customer IT environment.
  • ITIL Certification or working experience.
  • Experience working with ServiceNow or similar ticketing systems.
  • Enterprise experience on a level 1 team.
  • Strong facilitation, coordination and interpersonal skills.
  • Ability to raise, resolve and close issues to the satisfaction of all stakeholders.
  • Ability to work independently under minimal supervision.

COMPETENCIES

CUSTOMER ORIENTATION

Effective performers stay close to customers and consumers, viewing the organization through the eyes of the customer/consumer and going out of their way to anticipate and meet customer/consumer needs.

TEAM MANAGEMENT

Effective performers create and maintain functional work units, understanding the human dynamics of team formation and maintenance.

HIGH STANDARDS

Effective performers possess a high inner work standard, consistently striving to ensure work is complete within deadlines and that all work performed is of a high quality.

ORGANIZATION & PLANNING

Effective performers have strong organizing and planning skills, allowing them to be highly productive and efficient.

RESULTS ORIENTATION

Effective performers maintain appropriate focus on outcomes and accomplishments, persisting until the goal is reached.

COMMUNICATIVENESS

Effective performers recognize the value of continuous information exchange, actively seeking information from a variety of sources and disseminating it in a variety of ways.

CHANGE MASTERY

Effective performers are adaptable, embracing needed change and modifying their behavior when appropriate to achieve organizational objectives.

BUSINESS THINKING

Effective performers see the organization as a series of integrated and interlocking business processes, understanding how their work connects with and affects other areas of the organization.

RELATIONSHIP BUILDING

Effective performers establish and proactively maintain a broad network of relationships, valuing these relationships and working effectively across the organization.

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