Service Desk Analyst – ServiceNow

4 weeks 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

  • Data entry and handling sensitive information within various systems
  • Verifying accuracy of steps completed by other team members
  • Handling onboarding and offboarding procedures
  • Managing request queues and monitoring aging tickets
  • Providing status updates and follow-up
  • Assisting with backlogged tickets and MS Office products

Requirements

  • Bachelor's degree in Computer Science, IT, Business Administration, Commerce, or a related field
  • Minimum of 3 years' experience leading a customer service function in a fast-paced IT environment
  • ITIL Certification or working experience
  • Experience working with ServiceNow or similar ticketing systems
  • Enterprise experience on a level 1 team
  • Excellent customer service, listening, communication, and problem-solving skills
  • Leadership and collaboration skills to facilitate continuous service management improvement
  • Ability to work independently under minimal supervision

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 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, 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

Language

English



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