Client Services Analyst/Agent

Job description

Position Description:

The role Facilitates the prompt and effective resolution of requests or issues. Uses independent judgment, analysis and initiative to resolve problems, makes recommendations, and delivers impromptu end-user operational assistance training when required. This work maintains communications with callers throughout the analysis and resolution process particularly in difficult customer situations, keeps them informed of status, and escalates issues if deemed necessary. This role will independently identify systemic issues (e.g. system outages, widespread processing errors) and take ownership of the end-to-end process to optimize the customer experience.

• Responds to customer questions received via telephone calls, call backs and emails.
• Conducts incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
• Creates and sustains consistent superior service to customers/clients and prospects.
• Assists customers in trouble shooting and resolving issues during deployment and ongoing use of products and services.
• Effectively analyses and diagnoses complex problems with a high level of accuracy and exceptional client service.
• Fosters trust and confidence by taking ownership of support issues, provides friendly and accurate resolutions.
• Escalates issues that are beyond the level of expertise through the appropriate channels.
• Maintains current knowledge and understanding of products, services, processes and relevant legal, regulatory and technology requirements.
• Monitors completion of all internal and external operational effectiveness/compliance requirements to manage risk within acceptable limits.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Executes work to deliver timely, accurate, and efficient service.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyzes issues and determines next steps.
• Broader work or accountabilities may be assigned as needed

Skills:

·  Help Desk/IT Services
·  ServiceNow
·  ServiceNow IT Service Mngt
·  Technical Analysis

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.