Global Service Desk Analyst

Position:
Global Service Desk Analyst - Spanish Bilingual

Company:
Long View

Compensation:
$22 - $24 an hour

Location:
Canada

Employment type:
Temporary Employee

Work Arrangement:
Remote

Short Summary:
We are looking for a professional and eager Spanish Bilingual Global Service Desk Analyst for our Integrated Global Services team located across Canada. You will provide tier I support for all IT and communications systems in use with the service desk, impacting Long View's success through service excellence.

Responsibilities:
- Submit fully documented customer issues into a ticket management system
- Analyze symptoms, determine urgency, and provide resolution when possible
- Dispatch incidents to the appropriate Tier II support group when first call resolution is not possible
- Manage incidents through their lifecycle
- Understand and assist with all internal and external escalations
- Look for process improvement opportunities and follow up with peers and leads

Requirement:
- 2+ years of experience in a technical support role providing tier I support
- Fluency in Spanish and English in a professional environment
- Excellent bilingual 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
- Willingness to work over weekends

Benefits:
- Great people and culture
- Recognition programs
- FUN