Service Desk Analyst Junior

Position Description:

Ready to join an outstanding team culture that cares about diversity inclusion and responsibility and provides freedom to innovate and influence decisions
CGI is more than just an IT company; be part of a team that supports the local community with the ability to draw on global best-in-class talent. Benefits include a share purchase program profit sharing wellness credits training and development programs and flexible work schedules and locations!
CGI-Victoria has a current opportunity on the Integrated Service Desk. Working in an environment that adapts quickly to meet client requirements Service Desk Analysts are responsible for providing Level 1 IT support by phone email and various ticketing applications. Our team is dynamic hardworking and dedicated to delivering a remarkable service experience to our clients and teams.

Your future duties and responsibilities:

. Provide quality customer support for all incoming contacts (via call chat email or web ticket) for IT-related issues or requests
. Perform diagnostics and resolution activities for incidents or requests being reported based on knowledge articles for incident or request processing & fulfillment
. Proper use of all tools available for resolution activities knowledge base ticketing systems and communication
. Log and categorize all contacts within an incident management tool
. Assign contacts that cannot be resolved on the first contact to Level 2 or Level 3 support teams as per the knowledge base
. Collaborate with internal and external teams and users as required
. Monitor personal and team ticket queue daily and take appropriate action
. Identify and raise priority incidents as required
. Develop knowledge and keep up to date on new processes or procedures
. Available to work Monday-Friday 10 30 am - 7 pm shifts regularly and 24/7 on-call support

Required qualifications to be successful in this role:

. 1 year of Service Desk experience or relevant education
. Solid grasp of Windows O/S systems
. Proficiency in MS Office Suite
. Attention to detail
. Keyboarding skills
. Understanding of networks
. Knowledge of technical troubleshooting techniques (for PCs and OS network and mobile devices)
. Knowledge of application support

Professional attributes

. Strong analytical skills
. Focus on customer service/client satisfaction
. Superb communication skills (verbal & written)
. Results-oriented and motivated to succeed & evolve skills (continuous improvement)
. Ability to work within a team setting while demonstrating self-sufficiency and independence
. Availability to work shifts and adhere to schedule (strong time-management and good organizational skills)

Education / work experience

. Post-secondary education in Helpdesk Support or equivalent work experience is an asset.

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes various factors including but not limited to skill set level geographic market experience and training and licenses and certifications. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $.

#LI-AP1

Skills:

• Customer Service & Support
• English

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.