Service Desk Analyst

Position Description

Service Desk Analyst (English)

Job Description:

Education requirements

• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor's/College Degree in any field
  
  

Job Role and responsibilities

• Handles first line incidents, including triage and troubleshooting, resolution where possible and assignment or escalation of tickets to 2nd/3rd line support teams.
• Supports Service Request Management and Service Restoration Management Level 1
• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills.
• Receive and respond to user inquiries and requests via phone, chat, portal and email.
• Ensure fast and accurate turnaround of work.
• Solve problems using agreed upon procedures.
• Develop a comprehensive understanding and mastery of all Service Desk tools .
• Remain updated on products, policy, procedure and other important operational issues.
• Perform other duties as assigned
  
  

Knowledge and skills

• Good written and verbal communication skills in the English language
• Good computer and IT technical skills
• Solid analytical and problem solving skills
• Good process mapping ability
• Proactive, service-minded, and able to multi-task
• Good interpersonal skills
  
  

Others

• Willing to work in shifts
• Able to work well in a high pressure environment
• Flexible and able to adapt to changes quickly and think conceptually
  
  

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

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.