RjR Innovations

RjR Innovations

**ITSM Support Analyst** We are seeking an ITSM Support Analyst to join our Services Department in Ottawa, reporting to the Support Manager. This role offers excellent growth potential with opportunities for promotion within the Services Department. We're looking for an efficient, customer service-focused professional who is detail-oriented and enthusiastic about delivering exceptional support. The ideal candidate will be a collaborative team player with a proactive "pitch in" attitude. **Key Responsibilities:** • Provide first and second level support to end users through our external Service Desk application • Document all calls and emails in the Service Desk system, including initial troubleshooting and information gathering • Monitor Service Desk queues to ensure timely ticket processing, including first client contact and ticket closure • Collaborate with team members to resolve incident tickets efficiently • Manage Service Desk voicemails and emails • Provide internal IT support for company issues • Route tickets to appropriate service levels when first-level resolution isn't achievable • Participate in after-hours on-call support as needed **Requirements:** • Post-secondary diploma/certificate or equivalent experience • Excellent IT troubleshooting abilities • Strong verbal and written communication skills in both official languages • Outstanding interpersonal and customer service skills • Ability to build positive relationships with staff and clients at all levels • Capacity to work under pressure and handle multiple tasks simultaneously • Exceptional organizational skills and attention to detail • Professional demeanor and presentation • IT Support experience (1+ years preferred) • Previous professional services environment experience is an asset **Position Details:** • Full-time role with partial remote work options • Salary range: $40,000 - $60,000 annually • Immediate start preferred