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.

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.
• Properly use all available tools 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

Professional Attributes

Education / Work Experience

Compensation : Pay range $40,000–$75,000.

CGI is an equal‑opportunity employer. We celebrate diversity and do not discriminate on the basis of any protected characteristic in employment decisions.

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