Global Service Desk (GSD) Analyst - Part Time

Long View Systems; Edmonton; On-site; CAD 60,000 - 80,000; Part time

Job summary

An established industry player is seeking a Part Time Global Service Desk Analyst to join their Integrated Global Services team. This role is perfect for those passionate about enhancing end-user experiences and delivering exceptional customer service. You will provide Tier I support for IT and communications systems, ensuring client satisfaction through effective problem-solving and communication. Join a dynamic team that values fun and collaboration, and be part of a culture that prioritizes employee well-being and professional growth. If you thrive in a supportive environment and enjoy working with diverse clients, this opportunity is for you.

Benefits

Recognition Programs

Inclusive Workplace

Flexible Hours

Team Collaboration

Qualifications

• 2+ years of experience in a technical support role providing Tier I support.
• Strong communication skills and proven troubleshooting abilities.

Responsibilities

• Submit customer issues into a ticket management system.
• Analyze symptoms and provide resolutions for IT issues.
• Manage incidents through their lifecycle, dispatching as needed.

Skills

Technical Support

Customer Service

Troubleshooting

Problem Solving

Communication Skills

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 Part Time Global Service Desk Analyst for our Integrated Global Services team located in Calgary, Edmonton, or the greater areas. You will have a direct impact on Long View's success through delivering service excellence, working with a diverse team servicing clients globally. You will provide Tier I support for all IT and communications systems in use at the service desk.

A Day in the Life:

1. Submit fully documented customer issues into a ticket management system.
2. Analyze symptoms, determine urgency, and provide resolutions where possible.
3. Dispatch incidents to the appropriate Tier II support group when first call resolution isn't possible, managing incidents through their lifecycle.
4. Understand and assist with internal and external escalations.
5. Identify and pursue process improvement opportunities, collaborating 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 service/help desk environment.
• Strong professional communication skills, both verbal and written.
• Proven troubleshooting and problem-solving skills.
• Ability to adapt to changing customer needs and manage high-stress situations professionally.
• Excellent rapport-building skills among peers and clients.
• Commitment to providing superior customer service on calls and in person.

Preferred Qualifications:

• ITIL Incident Management knowledge.
• A+ Certification.

Why Work at Long View:

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

Compensation: $22/hour.

Shift Availability:

• Monday - Friday, 6:00 AM - 10:00 AM MST
• Monday - Friday, 7:00 AM - 11:00 AM MST
• Monday - Thursday, 8:00 AM - 12:00 PM MST
• *Additional hours may be available during busier seasons.

Interested in learning more about our culture and life at Long View? Check us out on LinkedIn and Instagram!

Long View is committed to building an inclusive, diverse, and equitable workplace. We support employee resource groups, inclusive conversations, townhalls, and training to reduce unconscious bias. We are an equal opportunity employer. If you require accommodations during the interview process, please inform your Recruiter.