Service Desk Analyst

About the role

Long View creates 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. In a recent survey, 89% of Long View team members rated Long View as a good or great place to work. We are looking for a professional and eager Service Desk Analyst for our Houston branch and this role is open to remote. You will have a direct impact on Long View's customer 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.

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

• 1-3+ years of experience in a technical support role providing tier I support in a service desk or help desk role
• 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

Benefits

Why Work at Long View: Great people and culture; Comprehensive benefits package from day one; 3 weeks’ vacation to start; Recognition programs.

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