Service Desk - Associate Systems Engineer
General IT Infrastructure Systems Administration work focuses on installation, configuration, and maintenance of IT systems software and hardware for multi-user server computers and/or personal computing devices including: •Meeting end user needs by ensuring the uptime, performance, resource availability, and security of the computers managed within established budgets and operational guidelines •Acquiring, installing, and upgrading computer components and software and planning for/responding to service outages and other problems •Automating routine tasks using scripting and writing basic computer programs to address more complex systems software configuration and enhancement
Your future duties and responsibilities
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.
Required qualifications to be successful in this role
Worked as Service Desk / Helpdesk support technician as Level 1 technicians within his/her team, handling calls in for an internatational / Global clent (preferred North Amercian/ European experience).
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
Expected to work in a 24/7 environment on rotational shifts
Build your career with us.
It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.
At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.
Be part of building one of the largest independent technology and business services firms in the world.
Learn more about CGI at www.cgi.com.
No unsolicited agency referrals please.
CGI is an equal opportunity employer.
· Customer Service & Support