Global Service Desk (GSD) Analyst
Long View Systems•Edmonton, AB
•Hybrid
About The Position
Long View is seeking professional and eager Global Service Desk Analysts for their Integrated Global Services team. This role 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. The analyst 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
