Global Service Desk Analyst

5 days ago

Edmonton, Alberta, Canada Long View Systems Full time
About the Role

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 be responsible for providing exceptional customer service and technical support to our clients across the globe.

Key Responsibilities
  • Provide tier I support for all IT and communications systems in use with the service desk
  • Analyze customer issues, determine the urgency, and provide resolution whenever possible
  • Dispatch incidents 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
  • Continuously look for process improvement opportunities and collaborate with peers and leads to enhance service delivery
Requirements
  • 2+ years of experience in a technical support role providing tier I support in a service desk or help desk 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 the phone
What We Offer
  • A dynamic and collaborative work environment
  • Recognition programs and opportunities for growth and development
  • A fun and inclusive culture that values diversity and equity

We are an equal opportunity employer and welcome applications from diverse candidates. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.

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