Global Service Desk (GSD) Analyst

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 foster an environment of collaboration, support, innovation, enthusiasm, inclusion, and belonging. Our core pillars — Integrity, Competence, Value, and Fun — are reflected throughout our workplace. 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 eager to apply your exceptional customer service skills in a company that values FUN?

We are seeking a professional and enthusiastic Global Service Desk Analyst for our Integrated Global Services team, located in Calgary, Edmonton, Toronto, Vancouver, or the greater areas. You will play a key role in delivering service excellence, working with a diverse team servicing clients worldwide. You will provide tier I support for all IT and communication systems managed by the service desk.

• Submit fully documented customer issues into a ticket management system.
• Analyze symptoms, determine urgency, and, where possible, resolve issues.
• Dispatch incidents to the appropriate Tier II support group when first call resolution isn't possible, managing incidents through their lifecycle.
• Understand and assist with internal and external escalations.
• Identify process improvement opportunities and collaborate with peers and leads to enhance service delivery.

• At least 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 written and verbal.
• Proven troubleshooting and issue resolution abilities.
• Ability to adapt to changing customer needs and manage high-stress situations professionally.
• Strong rapport-building skills among peers and colleagues.
• Excellent customer service skills, both on the phone and in person.

• Understanding of ITIL Incident Management.
• 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? Follow us on LinkedIn and Instagram!

Long View is committed to building an inclusive, diverse, and equitable workplace. We support employee resource groups, townhalls, training on unconscious bias, and more to foster an inclusive environment. We are an equal opportunity employer, and accommodations are available upon request.