Service Desk Engineer

Role & responsibilities

\ 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 incidentsLog 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 shiftsComply with CGI and Clients IS/IT policies, code of conduct and quality standards Participate in the recruitment process for initial member screeningExcellent speaking and writing skills in English with a neutral accent, correct grammar and syntaxKnowledge of customer service principles and practices, ITIL and ITSMKnowledge of IT applications, systems and networksExperience in handling technical support for an international organizationProblem analysis and solvingLearning, adaptability and attention to detailAbility to type while handling customer contactTolerance to stress, performance driven and continuously improvingwork 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).