Service Desk Technician
Service Desk Technician
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Job Description
Position Description:
Would you like to be part of an IT organization offering greater opportunity and challenge We have a position for you within our Technical Service Desk! Join the CGI Service Desk and get your career on the fast track. 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! You will work in an agile environment that adapts quickly to meet client requirements.
The Service Desk Technician is responsible for providing Level 1 IT support via phone email and chat our team is comprised of dynamic passionate people with a focus customer service while providing IT support to diagnose troubleshoot and resolve IT issues on 1st contact. We are dedicated to delivering a remarkable service experience to our customers!
Your future duties and responsibilities:
Provide quality customer support for all incoming contacts (via call chat email or web ticket) for IT-related issues or requests
Perform diagnostics troubleshooting and resolution activities for incidents or requests being reported based on knowledge articles for incident or request processing & fulfillment
Appropriate use of all tools available for resolution activities (remote take-over knowledge base ticketing systems communication)
Log & categorize all contacts within an incident management (ticketing system) tool
Assign contacts that cannot be resolved on the first contact to 2nd/3rd level support teams as per the knowledge base
Collaborate with 2nd/3rd level teams as required
Ticket Follow-Up: monitor personal ticket queue daily and take appropriate action
Identify and escalate urgent / priority incidents as required
Develop knowledge and keep up to date on new processes or procedures
Required qualifications to be successful in this role:
At least one year of Service Desk experience
Solid understanding of Windows O/S systems 7 8 & 10
Proficiency in MS Word Excel Outlook and PowerPoint
Bilingual (English & French) both verbal and written
Focus on customer service/client satisfaction
Attention to details / precision
Strong analytical skills
Keyboarding skills
Familiarity with MAC support
EDUCATION / TRAINING / WORK EXPERIENCE
Post-secondary education in technical / pc support or equivalent work experience
A solid focus on Technical support & Customer Service / Understanding of providing quality client support while propelling the customer experience
Understanding of networks
Knowledge of technical troubleshooting techniques (for PCs & OS network mobile devices)
Knowledge of MAC / Apple application support
PROFESSIONAL ATTRIBUTES
Dynamic team player
Strong Communication skills (verbal & written)
Results-oriented / self-motivated to succeed & evolve skills (continuous improvement)
Ability to work within a team setting while demonstrating self-sufficiency and independence
Availability to work shifts and adhere to schedule (good time-management / good organizational skills)
Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.
Skills:
- English
- French
- Customer Service & Support
- Help Desk/IT Services
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.
At CGI we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer being able to perform your best during the recruitment process is important to us. If you require an accommodation please inform your recruiter.
To learn more about accessibility at CGI contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.
Come join our teamone of the largest IT and business consulting services firms in the world.
Required Experience:
IC
Employment Type
Full-Time
