Posted:19 hours ago|
Platform:
Work from Office
Full Time
• 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:
1. Worked as Service Desk / Helpdesk support technician as Level 1 technicians within his/her team, handling calls in for an Internataional / Global client (preferred North American/ European experience).
CGI
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