Service Desk Analyst

• Strong customer service mindset with excellent verbal and written communication skills.
• Ability to prioritize competing activities and perform effectively in a fast-paced support environment.
• Experience working with ticketing, case management, or IT service management platforms.
• Strong organizational skills and attention to detail.
• Ability to analyze information, assess priorities, and make sound decisions under pressure.
• Demonstrated ability to work collaboratively across multiple teams and stakeholders.
• Experience managing customer communications and expectations throughout a support engagement.
• Understanding of service desk operations, incident management, request fulfillment, and escalation processes.
• Minimum of 2-3 years of customer service, service desk, technical support, or IT operations experience.
• ITIL Foundation certification is considered an asset.
• Experience with ServiceNow is required.
• College education, or equivalent experience in an IT service desk environment.
• Basic IT troubleshooting skills, with the ability to diagnose common hardware, software, and connectivity issues.
• Working knowledge of MS Windows and MS Office in addition to IT service management platforms.
• Ability to adhere to defined processes and procedures, suggest improvements, and work within established project methodologies.
• Availability to work rotational shifts in a 24x7 operation.

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