Service Desk Analyst – ServiceNow
4 weeks ago
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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