Global Service Desk (GSD) Analyst

Long View Systems; Toronto; On-site; Full time

Job summary

A leading company in Toronto seeks a Global Service Desk Analyst to provide exceptional Tier I support for IT systems. You will enhance service delivery while working with a diverse client base. Join a culture that values fun and collaboration, and make a significant impact on customer experience.

Benefits

Recognition programs

Inclusive environment

Fun workplace culture

Qualifications

• 2+ years of experience in a technical support role providing Tier I support.
• Strong verbal and written communication skills.

Responsibilities

• Provide Tier I support for IT and communications systems.
• Submit fully documented customer issues into a ticket management system.
• Identify process improvement opportunities.

Skills

Communication

Troubleshooting

Customer Service

Adaptability

Rapport Building

Education

A+ Certification

Tools

ITIL Incident Management

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, support, innovation, enthusiasm, inclusion, and belonging. Our core pillars — Integrity, Competence, Value, and Fun — resonate throughout our workplace. In a recent survey, 90% of Long View team members rated us as a good or great place to work!

Are you passionate about end-user experience and exceptional customer service, and want to work 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 or the greater area. You will directly impact Long View's success by delivering service excellence while working with a diverse, global client base. You will provide Tier I support for all IT and communications systems managed by the service desk.

A Day in the Life:

• Submit fully documented customer issues into a ticket management system.
• Analyze symptoms, determine urgency, and provide resolution when possible.
• Dispatch incidents to the appropriate Tier II support group if first call resolution is not achievable, managing incidents through their lifecycle.
• Handle internal and external escalations effectively.
• Identify process improvement opportunities and collaborate with peers and leads to enhance service delivery.

What You Bring:

• 2+ years of experience in a technical support role providing Tier I support in a help desk or service desk environment.
• Professional communication skills, both verbal and written.
• Proven troubleshooting and problem-resolution skills.
• Ability to adapt to changing customer needs and manage high-stress situations professionally.
• Strong rapport-building skills with peers and colleagues.
• Excellent customer service skills, both on the phone and in written communication.

What Makes You Awesome:

• Knowledge of ITIL Incident Management.
• A+ Certification.

Why Work at Long View:

• Great people and culture.
• Recognition programs.
• FUN is one of our core values.

$22 per hour

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

Long View is committed to building an inclusive environment through employee resource groups, impactful conversations, townhalls, and training on topics like unconscious bias. We strive to be a diverse and equitable workplace, understanding that varied backgrounds strengthen our organization.

Long View is an equal opportunity employer. Please inform your Recruiter of any accommodation requests during the interview process.