ITSM Support Analyst in Ottawa

Join our Services Department as an ITSM Support Analyst located in Ottawa, offering first and second level support. We're looking for a detail-oriented individual passionate about customer service and teamwork.
This full-time role includes responsibilities such as providing support for an external Service Desk application and documenting all inquiries. The successful candidate will manage ticket queues and ensure timely resolutions while fostering positive relationships with both clients and team members.
Key Responsibilities:
• Provide first and second level support to end users
• Document all calls and emails in the Service Desk application
• Monitor Service Desk queues for timely ticket processing
• Collaborate with team members to resolve incidents swiftly
• Provide internal RJR Innovations support for IT issues
Requirements:
• Diploma/certificate in post-secondary education or equivalent
• Strong communication skills in both official languages
• Ex...