Service Desk Analyst

Job description

Position Description:

CGI Federal is seeking a Service Desk Analyst to join our team and be responsible for providing tiered levels of support for the PL AMIS Service Desk. The role includes responding to general inquiries and specific questions concerning RF-ITV and related products or services, such as TC-AIMS. The service desk support will be available 24/7 split into flexible shift schedule through live contact, e-mail, and web-chat. The analyst will log all calls, offer triage services on first contact, provide warm handoff transfer capability, monitor service levels, and provide callback or escalation on open tickets. The service desk will handle all tickets to closure and submit reports on the disposition made, with time taken for completion, to the PL AMIS program office.

This position can be located remotely anywhere in the U.S.

Your future duties and responsibilities:

- Respond to general inquiries and specific questions concerning RF-ITV and related products
or services (e.g., TC-AIMS).
- Provide 24/7 service desk support through live contact, e-mail, and web-chat.
- Log all calls and offer triage services on first contact.
- Provide warm handoff transfer capability.
- Monitor service levels and provide callback or escalation on open tickets.
- Handle all tickets to closure and submit reports on the disposition made, with time taken for
completion, to the PL AMIS program office.
- Use SBM Integrated Support System (ISS) for logging calls and tracking status through the
life-cycle of the incident/problem management process.
- Support inquiries may originate from non-ITV areas (e.g., TRANSCOM, TC-AIMS, Write Node
application owner, etc.).

Required qualifications to be successful in this role:

- Associates degree
- 3 yrs experience in providing IT service desk support.
- US citizenship and a SECRET security clearance are required
- Familiarity with RF-ITV and TC-AIMS systems.
- Strong problem-solving and communication skills.
- Ability to work in a 24/7 support environment.

Desired qualifications/non-essential skills required:
- Knowledge of SBM Integrated Support System (ISS) is a plus.

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and license and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $57,100.00 - $121,900.00.

CGI Federal anticipates accepting applications for this position through Jan 31, 2025.

CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well-being programs
Due to the nature of this government contract, US Citizenship is required.

#CGIFederalJob

Skills:

·  Customer Service & Support
·  English
·  Transportation

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.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.