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Global Service Desk Analyst

2 months ago

Calgary, Alberta, Canada Long View Systems Full time
Join Our Team as a Global Service Desk Analyst

We are seeking a highly skilled and motivated Global Service Desk Analyst to join our Integrated Global Services team. As a key member of our team, you will play a critical role in delivering exceptional service to our clients across the globe.

About the Role

The successful candidate will be responsible for providing tier I support for all IT and communications systems, analyzing symptoms, determining urgency, and providing resolution to issues. You will also dispatch incidents to the appropriate Tier II support group when first call resolution is not possible and manage the incident through its lifecycle.

Key Responsibilities
  • Submit fully documented customer issues into a ticket management system
  • Analyze symptoms, determine urgency, and provide resolution to issues
  • Dispatch incidents to the appropriate Tier II support group when first call resolution is not possible
  • Manage incidents through their lifecycle
  • Continuously look for process improvement opportunities and follow up with peers and leads to improve service delivery
Requirements
  • 2+ years of experience in a technical support role providing tier I support in a service desk or help desk role
  • Excellent 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
  • Capability to establish rapport among peers and colleagues
  • Proven ability to provide superior customer service both on and off the phone
What We Offer
  • A dynamic and collaborative work environment
  • Recognition programs
  • A culture that values FUN and employee well-being

We offer a competitive salary of $22 - $23 an hour and opportunities for growth and development. If you are passionate about delivering exceptional service and want to join a team that values FUN, please submit your application.