Global Service Desk Agent
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Job Location:
Monthly Salary:
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
Position Description:
The Global Service Desk Agent is the first point of contact for employees seeking technical assistance and support. This role is critical in ensuring a smooth and productive work environment by providing prompt efficient and high-quality support to end-users across various locations and time zones.
Responsibilities
-Provide first-line technical support to end-users via phone email and chat.
-Troubleshoot and resolve common technical issues related to:
-Hardware: Computers laptops peripherals (printers scanners etc.)
-Software: Operating systems (Windows macOS) applications email video conferencing
-Network: Connectivity issues VPN access remote access
-Mobile Devices: Smartphones tablets
-Document all incidents and resolutions in the ticketing system (ServiceNow).
-Escalate complex issues to higher-level support teams (e.g. network engineers system administrators) when necessary.
-Proactively identify and resolve recurring issues.
-Maintain a high level of customer satisfaction by providing excellent communication and service.
-Participate in knowledge base updates and training sessions to enhance technical skills.
-Stay current with the latest technologies and industry best practices.
-Adhere to service level objectives (SLOs) and key performance indicators (KPIs).
-Perform other duties as assigned.
Qualifications & Skills
-Education: High School Diploma or equivalent; Associates or Bachelors degree in Information Technology or a related field preferred.
-Experience: 1-2 years of experience in a technical support role (service desk customer service) preferred.
Technical Skills:
-Strong understanding of Windows and macOS operating systems.
-Proficiency in common office applications (Microsoft Office Suite Google Workspace).
-Experience with standard Service Desk tools (Remote desktop SCCM).
-Basic networking knowledge (TCP/IP DNS DHCP).
-Familiarity with the ticketing system (ServiceNow).
Soft Skills:
-Excellent communication and interpersonal skills (both written and verbal).
-Strong problem-solving and analytical skills.
-Ability to work independently and as part of a team.
-Customer-oriented approach with a focus on providing exceptional service.
-Strong time-management and organizational skills.
-Ability to work under pressure and meet deadlines.
-Strong attention to detail and accuracy.
Other:
-Ability to work flexible hours including some evenings and weekends as needed.
-Fluency in English and French (both written and spoken); Spanish or German considered a plus.
Skills:
- English
- French
- Analytical Thinking
- ServiceNow
- TCP/IP
- Windows
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:
Unclear Seniority
Key Skills
- Customer Service
- Hotel Experience
- Hospitality Experience
- Computer Skills
- Upselling
- Medical office experience
- Office Experience
- Computer Literacy
- Front Desk
- Guest Services
- Cash Handling
- Phone Etiquette
About Company
The COMPANY is one of the few end-to-end consulting firms with the scale, reach, capabilities and commitment to meet clients’ enterprise digital transformation needs. Our 77,500 consultants and professionals work side-by-side with clients in 10 industries across more than 400 location ... View more
