SD level 1 ASE

Position Description:

Respond to requests for technical assistance by following prescribed procedures.
Research reported incidents using available information sources and tools. Diagnose triage and resolve hardware software applications or basic network-related incidents
Log all contacts and document all the activities and results accurately and completely within the incident management tool.
Assign unresolved tickets to the appropriate support team.
Proactively monitor follow up and expedite the resolution of assigned and pending tickets.
Identify and escalate tickets requiring urgent attention and action.
Stay current with system information changes and updates.
Adhere to work schedules attendance and leave policies. Expected to work in a 24/7 environment on rotational shifts
Comply with CGI and Clients IS/IT policies code of conduct and quality standards Participate in the recruitment process for initial member screening
Excellent speaking and writing skills in English with a neutral accent correct grammar and syntax
Knowledge of customer service principles and practices ITIL and ITSM
Knowledge of IT applications systems and networks
Experience in handling technical support for an international organization
Problem analysis and solving
Learning adaptability and attention to detail
Ability to type while handling customer contact
Tolerance to stress performance driven and continuously improving
work experience required:
Worked as Service Desk / Helpdesk support technician as Level 1 (RTAC) technicians within his/her team handling calls in for an international / Global client (preferred North American/ European experience)

Skills:

• Active Directory
• Customer Service & Support
• English
• ITIL
• Technical Analysis

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.