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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 Global Service Desk Analyst will be responsible for providing tier I support for all IT and communications systems in use with the service desk. This includes submitting fully documented customer issues into a ticket management system, analyzing symptoms, determining urgency, and providing resolution to the issue when possible.

When first call resolution is not possible, the Global Service Desk Analyst will dispatch an incident to the appropriate Tier II support group and manage the incident through its lifecycle. They will also understand and assist with all internal and external escalations, and continue to look for process improvement opportunities.

What We're Looking For
  • 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 in a professional environment
  • 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 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
What We Offer
  • A dynamic and collaborative work environment
  • Opportunities for professional growth and development
  • A competitive salary range of $22 - $23 an hour

We are an equal opportunities employer and welcome applications from diverse candidates. If you are passionate about delivering exceptional service and have a strong technical background, we encourage you to apply for this exciting opportunity.