Service Desk Technician

Job description

Job Description

Service Desk Technician

Position Description
Would you like to be part of an IT organization offering greater opportunity and challenge? Come join us at CGI to support one of our clients in an exciting industry. As a support center analyst you will provide excellent customer service to our client, supporting their IT systems from desktops, to applications and platforms. As a leading-edge Global IT company, we are seeking talented professionals with all levels of information technology skills and expertise in order to support our Clients worldwide. Based on our industry-specific focus, we can offer you a work environment where you will be challenged and will grow and develop your career in a meaningful way. We will help you reach your full potential by providing learning materials & training, mentoring & coaching, as well as ongoing recognition and feedback… plus opportunities to advance!

Your future duties and responsibilities
• Work in a technical support center analyst providing telephone, chat, and web ticket assistance to corporate clients
• Record incidents reported by clients; support the client through the resolution process
• Escalate incidents and requests to a higher level, if applicable
• Work in close collaboration with specialized technical teams
• Respond to common technical incidents and support requests by providing a resolution or promptly allocating unresolved tickets appropriately
• Perform support actions remotely
• Maintain and monitor ticket and advise relevant support teams of actions taken
• Ensure that incidents and requests are handled according to agreed-upon procedures.
• Adherence to schedule / compliance for attendance
• Compliance for CGI IS/IT Policy and well as CGI Code of Ethics
• This is a 24x7, 365 Operation, candidate must be willing to work shifts and may be required to work weekends and/or nights
• This position may require rotating shift work. This position requires full-time work in the CGI office space.

Required qualifications to be successful in this role
• Knowledge of desktop operating systems, specifically Windows 10, various software applications, and basic hardware for PC, Internet technologies, and products
• Excellent customer service & communication skills
• Problem-solving skills and patience to instruct callers on the steps to take to resolve their technical challenges
• Ability to work both independently and with a team
• Ability to effectively communicate both verbally and written with customers, team members, and management
• Call Center experience or equivalent customer service
• Completion of a 2 year technical program from an accredited institution or equivalent experience.
• This position requires sitting at a desk taking phone calls for the majority of the work day

Desired:
• Experience with ServiceNow or other IT Service Management tool
• 1 - 2 Years of technical support and/or telephone customer service experience preferred
• ITIL Foundations Certificate
• A+ Certification

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.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, 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 requisition number 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 requisition number will not be returned .

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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.

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.

Skills

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