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About the Role
We are looking for professional and eager Global Service Desk Analysts to provide tier I support for all IT and communications systems. 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.
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.
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.
Skills
- ITIL Incident Management understanding
- A+ Certification
Location
- Toronto
- Calgary
- Edmonton
- Vancouver
Work Type
- Full-time
Experience Level
- 2+ years
Salary/Compensations
- $22 - $22 an hour
Benefits
- Great people and culture
- Recognition programs
About the Company
- Long View is one of North America’s most dynamic IT providers.
- We create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging.
- Our company’s core pillars are Integrity, Competence, Value, and Fun.
- 90% of Long View team members rated Long View as a good or great place to work!
- Long View’s mission is building the best and most sustainable team-driven organization.
- We are fostering an inclusive environment through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias.
Equal Opportunity
- Long View is an equal opportunity employer.
- If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.