Global Service Desk Analyst

Summary

Join Long View, a dynamic IT provider, as a French Bilingual Global Service Desk Overnight Analyst! You'll provide tier I support for IT and communication systems, resolving issues and escalating when necessary. This role requires excellent customer service skills and the ability to work overnight shifts. Long View offers a fun, collaborative environment, comprehensive benefits, and a competitive salary. You will be responsible for submitting documented customer issues, analyzing symptoms, and providing resolutions or escalating to Tier II support. The ideal candidate possesses strong technical support experience and fluent French and English communication skills.

Requirements

• 1+ years of experience in a technical support role providing tier I support in a service desk or help desk role
• The ability to speak French fluently in a professional environment
• Excellent French 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

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