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Global Service Desk Analyst

4 months ago

Edmonton, Canada Long View Systems Full time

**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 **Spanish Bilingual Global Service Desk Analyst** for our Integrated Global Services team located in **Calgary, Edmonton, Toronto, 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 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

**What you bring**:

- 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 Spanish fluently in a professional environment**:

- ** Excellent Spanish bilingual 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
- Ability and willingness to work over weekends

**What makes you awesome**:

- ITIL Incident Management understanding
- A+ Certification

**Why work at Long View**:

- ** Great people and culture**:

- ** Recognition programs**:

- ** FUN