Service Desk Specialist

Job description

Position Description:

Job Responsibilities
Your main responsibilities as Principal Consultant are as follows:
• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
• Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.
• Produce quality work and results.
• Ensure fast and accurate turnaround of work.
• Solve problems using agreed upon procedures.
• Develop a comprehensive understanding and mastery of all tools.
Terms of Reference [Principal Consultant] Internal
• Remain updated on products, policy, procedure and other important operational issues.
• Perform other duties as assigned. Other responsibilities include:
• To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
• Follow agreed escalation procedures.
• To come in on time and on scheduled shift and Breaks assigned by people manager.
• Follow rest day schedule as assigned.
• Assists Service Desk Specialist in processing non-complex work orders, service request as necessary support requirements assigned by the Service desk management team or Service Desk Manager
• Advise people manager of planned/unplanned leaves as below: o Vacation leave at least 10 days in advance of planned leave date o Sick leave - at least two (2) hours prior to the start of the shift. A member, when using sick leave, must notify his manager (or next higher-ranked manager) via a phone call to the manager’s direct office line or mobile phone within the prescribed lead time.
• Maintain quality standards in accordance with agreed metrics.
• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
• To submit necessary service delivery reports.
• Ensure feedback is given to people manager if potential issues are detected.
• Ensure feedback is given to people manager if process improvement measures can be implemented. • Ensure attendance at planned meetings.
Soft Skills Target
• Quality and Partnership ensure all assigned deliverables are completed at a high level of quality
• Intrapreneurship and Sharing collaborate with team members in exhibiting ownership through extending and taking up responsibilities above and beyond the documented TOR if needed, as well as fostering a positive work environment
• Respect professionalism and proper decorum in all official interactions and functions
• Financial Strength ensure that 100% of timesheets are submitted timely and accurately and any relevant leaves are accurately reported.

Skills:

·  Service Request Management
·  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.