Position Description:
Service Desk Analysts are required to:
Respond to requests for technical assistance by following prescribed procedures.
Research reported incidents using available information sources and tools. Diagnose, triage and resolve hardware, software, applications or basic network-related incidents
Log all contacts and document all the activities and results accurately and completely within the incident management tool.
Assign unresolved tickets to the appropriate support team.
Proactively monitor, follow up and expedite the resolution of assigned and pending tickets.
Identify and escalate tickets requiring urgent attention and action.
Stay current with system information, changes and updates.
Adhere to work schedules, attendance and leave policies. Expected to work in a 24/7 environment on rotational shifts
Comply with CGI and Client’s IS/IT policies, code of conduct and quality standards Participate in the recruitment process for initial member screening
Excellent speaking and writing skills in English with a neutral accent, correct grammar and syntax
Knowledge of customer service principles and practices, ITIL and ITSM
Knowledge of IT applications, systems and networks
Experience in handling technical support for an international organization
Problem analysis and solving
Learning, adaptability and attention to detail
Ability to type while handling customer contact
Tolerance to stress, performance driven and continuously improving
Work experience required:
Worked as Service Desk / Helpdesk support technician as Level 1 technicians within his/her team, handling calls in for an international / Global client (preferred North American/ European experience).
Skills:
Customer Experience Management
Customer Service & Support
What you can expect from us:
Insights you can act on
While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today—one of the world’s largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Ready to become part of our success story? Join CGI—where your ideas and actions make a difference.
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