Global Service Desk Analyst - French Bilingual Overnight
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Summary
A tier I overnight service desk analyst role at Long View, remote anywhere in Canada, providing bilingual French/English technical support for IT and communications systems. Day to day involves logging and troubleshooting tickets, resolving first-line issues, and escalating to Tier II using a ticket management system and ITIL incident management practices.
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 French Bilingual Global Service Desk Overnight 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.
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:
- 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 and English fluently in a professional environment
- Excellent French and English 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 an overnight shift
What makes you awesome:
- ITIL Incident Management understanding
- A+ Certification
Why work at Long View:
- Great people and culture
- Comprehensive benefits package from day one
- 3 weeks’ vacation to start
- Recognition programs
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.
Skills
As published by lever · 13 questions · 4 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Other website, What is your age range?, I identify my ethnicity asSelect all that apply, What gender do you identify as?, Do you identify as a person with a disability?
Short answers (1)
- Are you fluent in French optional
Pick from a list (8)
- Are you willing and able to work overnight and weekend coverage?
- Are you comfortable working in office or client site as needed?
- Do you reside within 50km of a Long View office?
- If so which Long View office? optional
- Are you legally authorized to work for any employer in Canada and able to provide proof of such?
- What types of opportunities are you looking for? optional
- We are required to complete a criminal background check and employment verification as conditions of employment. Is this okay with you?
- When would you be available to start a new role?
Written answers (4)
- How would you like to be addressed? Feel free to share preferred names and pronouns. optional
- How many years of experience do you have relevant to this position? Please also detail any transferable experience that may benefit this role.
- Based on the job posting, what are your strengths relative to this role?
- Please share any relevant education and certifications that you hold for this role? optional