Global Service Desk Analyst - Spanish Bilingual Overnight

Long View Systems

3d•Remote

About The Position

We are looking for a professional and eager Spanish Bilingual Global Service Desk Overnight Analyst for our Integrated Global Services team located across Canada. You will have a direct impact on Long View's success through leading the delivery of service excellence, while working with a diverse team servicing clients across the globe. You will provide tier I support for all IT and communications systems in use with the service desk.

Requirements

2+ years of experience in a technical support role providing tier I support in a service desk or help desk role
The ability to speak Spanish fluently in a professional environment
Excellent Spanish bilingual and English written and verbal communication skills
Proven ability to troubleshoot and resolve technical and procedural issues
Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally
Capability to establish rapport among peers and colleagues
Proven ability to provide superior customer service both on and off of the phone
Ability and willingness to work an overnight shift

Nice To Haves

ITIL Incident Management understanding
A+ Certification

Responsibilities

Submit fully documented customer issues into a ticket management system
Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue
Dispatch an incident to the appropriate Tier II support group when first call resolution is not possible, and manage the incident through its lifecycle
Understand and assist with all internal and external escalations
Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery