Service Desk Analyst (Senior)

Position Description:

Want to expand your experience in one of the worlds largest IT and business consulting services firms

JOIN CGI PHILIPPINES!

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.
Produces 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.
Remain updated on products policy procedure and other important operational issues.
Perform other duties as assigned.

Your future duties and responsibilities:

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:
Vacation leave at least 10 days in advance of planned leave date
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
managers 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
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.

The above statements are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of a member as classified. All members may be required to perform duties outside of their normal responsibilities from time to time as needed.

Required qualifications to be successful in this role:

At least a Vocational Diploma Short Course Certificate Undergraduate or Bachelors/College Degree in any field
At least 2-3 years of experience in Service Desk Helpdesk or Technical Support.
Proficient in written and verbal communication in the English language.
Keen attention to detail.
Proficient computer and technical skills.
Solid analytical and problem-solving skills.
Good process mapping ability.
Proactive service minded and able to multi-task.
Good interpersonal skills (empathy verbal dexterity etc.)



Only candidates applications meeting minimum qualifications will be processed.

Successful candidates will enjoy these benefits when they join CGI:
Career Development
Multicultural Interaction
Hybrid Work Setup
Laundry Allowance
Rice Subsidy Allowance
Uniform Allowance
Share Purchase Plan (SPP)
Profit Participation Plan (PPP)
Provident Fund
Leave Entitlements
HMO Coverage (upon hire)
Extended HMO Coverage
Group Life Insurance
Health and Wellness Program
Member Referral Program
Special Meal Allowance
Member Assistance Program (MAP)
Corporate Social Responsibility Program

Skills:

• Delivery Support
• Implementation Management

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll 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. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll 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.

Youll shape your career by joining a company built to grow and last. Youll 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 teamone of the largest IT and business consulting services firms in the world.