Global Service Desk (GSD) Analyst

Lvs1; Calgary; On-site; CAD 42,000 - 65,000; Full time

Job summary

Long View is seeking experienced Global Service Desk Analysts to join our Integrated Global Services team with locations in Toronto, Calgary, Edmonton, Vancouver or the greater area. You will deliver tier I IT support for all systems, document issues, and guide incidents through lifecycle while collaborating with Tier II and escalation teams.

The role emphasizes professional communication, problem solving, and customer service excellence in a dynamic, people-focused culture that values inclusion

Qualifications

• 2+ years of experience in a technical support role providing tier I support in a service desk or help desk.
• 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.
• 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.

Skills

Customer service

Professional communication

Troubleshooting

Incident management

Education

A+ Certification

Tools

Ticketing 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 professional and eager Global Service Desk Analysts for our Integrated Global Services team located in Toronto, Calgary, Edmonton, Vancouver or the greater area! 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.

• 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
• 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
• ITIL Incident Management understanding
• A+ Certification

Great people and culture

Recognition programs

FUN is one of our core values

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.