Help Desk/Service Desk Technician

Job description

Position Description:

We are seeking a Help Desk/Service Desk Technician to join our team. As a technician, your primary responsibility is to provide exceptional customer service by promptly resolving end users’ technical issues via phone, email, and the portal. You’ll log and dispatch tickets, route complex problems to specialized technical teams, and perform basic troubleshooting to fulfill end users’ requests efficiently.

Your future duties and responsibilities:

1.First-Level Technical Support:
• Be the first point of contact for end users seeking technical assistance.
• Provide excellent customer service through phone, email, and the portal.
2.Ticket Management:
• Log all incoming service requests, incidents, and problems accurately.
• Dispatch tickets to appropriate technical teams, ensuring proper categorization and
prioritization.
3.Troubleshooting and Resolution:
• Perform initial assessment and basic troubleshooting of end users’ technical issues.
• Escalate complex or unresolved issues to specialized support groups.
4.Customer Satisfaction:
• Continuously monitor ticket queues and follow up with end users.
• Ensure timely resolution and customer satisfaction.
5.Collaboration and Process Improvement:
• Collaborate with team members and technical experts to resolve service-related issues.
• Adhere to IT service management (ITSM) frameworks and guidelines.
6.Knowledge Base Enhancement:
• Document and update knowledge articles, known issues, and workarounds.

Required qualifications to be successful in this role:

• Minimum of 1 years of experience in Service Desk 24/7 or a related field
• fluent in Slovak or Czech and English language, German language is an advantage
• Available for on call duty
• Hybrid work model
• Solid understanding of ITIL4 principles, processes, and terminology.
• Experience in logging and managing service requests, incidents, and problems using a ticketing system.
• Ability to prioritize and manage multiple tasks in a fast-paced environment, while meeting defined SLAs.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation and a passion for resolving end users' technical issues.
• Basic knowledge of computer hardware, operating systems, and commonly used software applications.
• Ability to work independently and collaboratively within a team, fostering a positive and cooperative work environment.
• Relevant certifications such as ITIL4 Foundation are a plus.ň

What do we offer?
• An excellent combination of friendly working atmosphere and a stable background of one of the largest IT companies in the world.
• Support of your professional growth.
• Many opportunities for your development and education through various certified programs and through sharing of corporate knowledge.
• Employment contract for an indefinite period.
• Flexible working hours with the possibility of home office according to agreement (not only during the pandemic).
• Participation in the company’s profit (the so-called Profit Participation Plan).
• Company share program (the so-called Share purchase Plan) – the possibility of purchasing employee shares.
• 25 days of leave for regeneration for everyone.
• 3 sick-days for recovery.
• 30 days of fully paid sick leave.
• Meal allowance for each day of working.
• Benefit Plus Program for leisure activities in the field of sports, culture, travel, health or education.
• Company car and the possibility of parking depending on the level of seniority.
• Referral bonus for referring a new colleague.
• The possibility of obtaining an interest-free loan for an employee.
• Language training for employees.
• Multisport card for sports and wellness facilities and others.
• Vaccination against influenza and tick-borne encephalitis.
• Possibility of participation in various sports events – e.g. Do práce na bicykli/To work by bike, marathons, etc.
• The immediate vicinity of gym.
• Possibility of using the advisory services of experts (psychological and legal) for health, work or other serious life events (the so-called Member Assistance Program).
• And more…

The base salary starts from 1100 EUR/m. (gross). Final salary could be higher - it depends on skills and expertise of candidates.

Skills:

·  ITIL

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.