Global Service Desk (GSD) Analyst

Long View Systems; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a passionate Global Service Desk Analyst to join their Integrated Global Services team. This role offers the chance to make a direct impact on service excellence while collaborating with a diverse team. You'll provide tier I support for IT and communications systems, ensuring customer satisfaction through effective problem-solving and communication. With a culture that values integrity, competence, and fun, this position is perfect for those who thrive in dynamic environments and are eager to contribute to a team-oriented organization.

Benefits

Recognition programs

Inclusive environment

Employee resource groups

Qualifications

• 2+ years of experience in a technical support role.
• Ability to communicate professionally in verbal and written formats.

Responsibilities

• Submit fully documented customer issues into a ticket management system.
• Analyze symptoms, determine urgency, and provide resolution where possible.

Skills

Technical Support

Customer Service

Troubleshooting

Communication Skills

Adaptability

Education

A+ Certification

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 Global Service Desk Analyst for our Integrated Global Services team located across the following locations: Calgary, Edmonton, Toronto, Vancouver, 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 symptoms, determine urgency, and provide resolution where possible.
• Dispatch incidents to the appropriate Tier II support group when first call resolution is not possible, managing incidents through their lifecycle.
• Understand and assist with all internal and external escalations.
• Look for process improvement opportunities and follow up with peers and leads to improve service delivery.

What You Bring:

• 2+ years of experience in a technical support role providing tier I support in a service desk or help desk environment.
• Ability to communicate professionally in verbal and written formats.
• Proven troubleshooting skills for technical and procedural issues.
• Ability to adapt to changing customer needs and manage high-stress situations professionally.
• Strong rapport-building skills among peers and colleagues.
• Experience providing superior customer service both on and off the phone.

What Makes You Awesome:

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

Why Work at Long View:

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

Compensation: $22 per hour.

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. We foster an inclusive environment through employee resource groups, impactful conversations, townhalls, and company-wide training, including unconscious bias reduction. We are committed to diversity, equity, and inclusion because we believe 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 inform your Recruiter.