[Hiring] Global Service Desk Analyst @Long View Systems

Role Description

We are looking for a professional and eager French 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.

A Day in the life:

• 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

Qualifications

• 1+ years of experience in a technical support role providing tier I support in a service desk or help desk role
• The ability to speak French and English fluently in a professional environment
• Excellent French and English bilingual 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

Requirements

• ITIL Incident Management understanding
• A+ Certification

Benefits

• Great people and culture
• Comprehensive benefits package from day one
• 3 weeks’ vacation to start
• Recognition programs
• $40,000 - $52,500 a year