Global Service Desk Analyst

Summary

Join Long View, a dynamic IT provider, as a Spanish Bilingual Global Service Desk Overnight Analyst! You will provide tier I support for IT and communication systems, resolving issues and escalating when necessary. This role requires 2+ years of experience in a technical support role, fluency in Spanish, and excellent communication skills. You'll be part of a collaborative team focused on service excellence and process improvement. Long View offers a comprehensive benefits package, including 3 weeks' vacation, and a great company culture.

Requirements

• 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 and English 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 an overnight shift

Responsibilities

• 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

Preferred Qualifications

• ITIL Incident Management understanding
• A+ Certification

Benefits

• Comprehensive benefits package from day one
• 3 weeks’ vacation to start
• Recognition programs
• $40,000 - $52,500 a year