Business Analyst translating customer needs into technical solutions at Xedule. Organizing stakeholder sessions and developing user stories for the education sector.
About the role
- Global Service Desk Analyst providing tier I support at Long View's Integrated Global Services team. Collaborating with a diverse team to deliver service excellence in Toronto, Calgary, Edmonton.
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
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 in a professional 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 of the phone
- ITIL Incident Management understanding
- A+ Certification
Benefits
- Great people and culture
- Recognition programs
- FUN is one of our core values
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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