Global Service Desk Analyst - Spanish Bilingual

Long View. A career that helps you get more out of life. A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 90% of Long View team members rated Long View as a good or great place to work! Are you passionate about end user experience and want to put your exceptional customer service skills to use in a company that values FUN? 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 have a direct impact on Long View's success through leading the delivery of service excellence, while working with a diverse team servicing clients across the globe. You will provide tier I support for all IT and communications systems in use with the service desk. \n A Day in the life: 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 What you bring: 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 and English fluently in a professional environment Excellent Spanish 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 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 over weekends What makes you awesome: ITIL Incident Management understanding A+ Certification Why work at Long View: Great people and culture Recognition programs FUN \n $22 - $24 an hour expected pay rate is $22 - $24 / hour on a 9-month contract with the possibility of extension or conversation to FTE. \n Want to learn more about our culture and life at Long View? Check us out on LinkedIn and Instagram! Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds. Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.

The analyst will provide tier I support for IT and communications systems by documenting issues, analyzing symptoms, and resolving or escalating tickets. They are also responsible for identifying process improvement opportunities and maintaining service excellence within a global team.

Candidates must have at least 2 years of experience in a technical support or help desk role and be fluent in both Spanish and English. A+ certification and an understanding of ITIL incident management are considered assets for this position.

• Recognition programs • Fun work environment

• Service à la clientèleSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Technical support
• Service desk
• Help desk
• Spanish fluency
• English fluency
• Troubleshooting
• Incident management
• Customer service
• Communication skills
• ITIL
• A+ Certification
• Bilingual (Spanish/English)
• Rapport Building
• Technical Support
• Multilingualism
• Customer Service
• Communications Systems
• CompTIA A+
• Spanish Language
• Help Desk Support
• Incident Management
• Innovation
• ITIL 4
• Service Delivery Improvement
• Troubleshooting (Problem Solving)
• Verbal Communication Skills
• Process Improvement
• Enthusiasm

• Customer Service & Support
• Technology
• Software
• Global Service Desk Analyst
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

Formation minimale

Diplôme professionnel

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine