Support Desk Analyst

Job description

Position Description:

We are seeking a dedicated and customer-focused IT Service Desk Agent to join our dynamic IT team in Stratford, PEI. The ideal candidate will be responsible for providing first-level technical support to internal and external users, resolving IT-related issues, and ensuring a high level of customer satisfaction.

Your future duties and responsibilities:

· Serve as the first point of contact for users seeking technical assistance via phone, email, or chat.

· Diagnose and resolve technical hardware and software issues.

· Provide timely and accurate feedback to users.

· Follow up with users to ensure issues are fully resolved.

· Maintain detailed records of user issues and resolutions in ServiceNow ITSM.

· Escalate unresolved issues to the next level of support as needed.

· Contribute to the development of user guides and documentation.

Required qualifications to be successful in this role:

· High school diploma or equivalent; a degree in Information Technology or related field is a plus.

· Proven experience as a help desk technician or other customer support role.

· Tech-savvy with good understanding of computer systems, mobile devices, and other tech products.

· Ability to diagnose and resolve basic technical issues.

· Excellent communication skills.

· Customer-oriented and empathetic.

· Ability to work independently and as part of a team.

Preferred Skills:

· Experience with ServiceNow.

· Familiarity with ITIL processes.

· Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar.

Working Conditions:

· Full-time position.

· 10 hour days, four days per week.

· May require occasional evening or weekend work.

Skills:

·  English
·  Help Desk/IT Services

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.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Come join our team—one of the largest IT and business consulting services firms in the world.