Global Service Desk Analyst - French Bilingual Overnight

Long View Systems Corporation; Calgary, Edmonton, Old Toronto, Vancouver; On-site; CAD 40,000 - 53,000; Full time

Job summary

Join a dynamic IT provider that values collaboration and fun! As a French Bilingual Global Service Desk Overnight Analyst, you'll deliver exceptional customer service while supporting IT systems. Your role will involve troubleshooting, managing incidents, and enhancing service delivery. With a strong focus on team culture and employee well-being, this position offers a supportive environment where your contributions make a real difference. Enjoy a comprehensive benefits package, generous vacation time, and recognition programs. If you're passionate about customer experience and thrive in a fast-paced setting, this opportunity is perfect for you!

Benefits

Comprehensive benefits package

3 weeks’ vacation to start

Recognition programs

Qualifications

• 1+ years in technical support with tier I service desk experience.
• Fluent in French and English, with strong communication skills.

Responsibilities

• Provide tier I support for IT and communications systems.
• Document customer issues and manage incidents through their lifecycle.

Skills

Technical Support

Customer Service

French Fluency

Troubleshooting

ITIL Incident Management

Education

A+ Certification

Tools

Ticket Management System

Job description

Long View. A career that helps you get more out of life.

A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 90% of Long View team members rated Long View as a good or great place to work!

Are you passionate about end user experience and want to put your exceptional customer service skills to use in a company that values FUN?

We are looking for a professional and eager French Bilingual Global Service Desk Overnight Analyst for our Integrated Global Services team located across the following locations: Calgary, Edmonton, Toronto, 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.

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

What you bring:

• 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 fluently in a professional environment
• Excellent French 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

What makes you awesome:

• ITIL Incident Management understanding
• A+ Certification

Why work at Long View:

• Great people and culture
• Comprehensive benefits package from day one
• 3 weeks’ vacation to start
• Recognition programs

$40,000 - $52,500 a year

Want to learn more about our culture and life at Long View? Check us out on LinkedIn and Instagram!

Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.

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.