Service Desk Level 1 - SE

Job Title

Position:

Experience

Category

Shift:

Employment Type:

Education Qualification

Bachelor's degree in Computer Science or related field or higher with minimum 8 years of relevant experience.

Job Summary

• 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 syntax
• Knowledge 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 detail
• Ability 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)
• Life at CGI: It is rooted in ownership, teamwork, respect and belonging
• Here, youll reach your full potential becauseYou 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 directionYour 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 expertiseYoull 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 horizonsCome join our team, one of the largest IT and business consulting services firms in the world