Global Service Desk (GSD) Analyst - Part Time

Long View Systems • Edmonton, AB

11d • Hybrid

About The Position

We are looking for a professional and eager Part Time Global Service Desk Analyst for our Integrated Global Services team located across the following locations Calgary, Edmonton, Toronto, Vancouver, or the greater areas! 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 in a professional environment
• Excellent 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

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

Benefits

• Great people and culture
• Recognition programs
• FUN is one of our core values

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed