Position Description:
Would you like to be part of an IT organization offering greater opportunity and challenge? We have a position for you within our Technical Service Desk! Join the CGI Service Desk and get your career on the fast track. As a leading edge Global IT company, we are seeking talented professionals with all levels of information technology skills and expertise in order to support our Clients worldwide.
Based on our industry specific focus, we can offer you a work environment where you will be challenged and will grow and develop your career in a meaningful way. We will help you reach your full potential by providing learning materials & training, mentoring & coaching, as well as ongoing recognition and feedback… plus opportunities to advance! You will work in an agile environment that adapts quickly to meet client requirements.
The Service Desk Technician is responsible for providing Level 1 IT support via phone, email and chat, our team is comprised of dynamic, passionate people with a focus customer service while providing IT support to diagnose, troubleshoot and resolve IT issues on 1st contact. We are dedicated to delivering a remarkable service experience to our customers!
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, troubleshooting and resolution activities for incidents or requests being reported, based on knowledge articles for incident or request processing & fulfillment
• Appropriate use of all tools available for resolution activities (remote take over, knowledge base, ticketing systems, communication)
• Log & categorize all contacts within an incident management (ticketing system) tool
• Assign contacts that cannot be resolved on the first contact to 2nd/3rd level support teams as per the knowledge base
• Collaborate with 2nd/3rd level teams as required
• Ticket Follow Up: monitor personal ticket queue daily and take appropriate action
• Identify and escalate urgent / priority incidents as required
• Develop knowledge and keep up to date on new processes or procedures
Required qualifications to be successful in this role:
• At least one year of Service Desk experience
• Solid understanding of Windows O/S
• Proficiency in MS Word, Excel, Outlook, and PowerPoint
• Bilingual (English & French) both verbal and written
• Focus on customer service/client satisfaction
• Attention to details / precision
• Strong analytical skills
• Keyboarding skills
• Familiarity with MAC support
EDUCATION / TRAINING / WORK EXPERIENCE
• Post secondary education in technical / pc support or equivalent work experience
• A solid focus on Technical support & Customer Service / Understanding of providing quality client support while propelling the customer experience
• Understanding of networks
• Knowledge of technical troubleshooting techniques (for PCs & OS, network, mobile devices)
• Knowledge of MAC / Apple application support
PROFESSIONAL ATTRIBUTES
• Dynamic team player
• Strong Communication skills (verbal & written)
• Results oriented / self 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 (good time management / good organizational skills)
CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $35,–$65,. This role is for a future opportunity.
Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.
Skills:
Service Desk Technician • Quebec, Canada
A leading support firm in Canada seeks an experienced Help Desk Analyst to provide front line support to public users accessing online systems.The successful candidate will troubleshoot technical i... Show more
Reporting to the Project Manager, the incumbent will be responsible for the installation, cabling, commissioning, and technical support of telecommunications networks at our clients’ sites.This rol... Show more
Enhance customer satisfaction as a Customer-Focused Appliance Repair Technician.Diagnose and repair appliances in customers’ homes while managing inventory effectively.This position emphasizes deli... Show more
A machinery service provider in Canada seeks a Field Service Technician to conduct installations and provide technical support at customer sites.Candidates should possess a strong mechanical and el... Show more
At RONA, our employees let their passion blossom every day.Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities... Show more
A prestigious appliance company in Montreal is seeking a Service Technician to provide premium service experiences for consumers.Responsibilities include appliance repair and installation, ensuring... Show more
A global IT solutions provider is seeking a Freelance Data Center Technician to support its data centers.This role involves hardware installation, troubleshooting, and network management.Ideal cand... Show more
A leading electronics company is seeking a Technician in Halifax to provide exceptional service for their appliances.Responsibilities include diagnosing and repairing a range of products at custome... Show more
The Application Help Desk Analyst role will provide front line support primarily to members of the public accessing various online systems in relation to the ministries of Education and Advanced Ed... Show more
Umano Medical is seeking a motivated and customer-focused Field Service Technician to support hospitals and healthcare facilities throughout the Greater Toronto Area (GTA).The successful candidate ... Show more
This bilingual opportunity is also available on MNP’s Postes avec expérience job board in French.Please submit one application only to be considered for this opportunity.Inspirational, innovative a... Show more
We have a current vacancy for an IT Service Desk Manager, Canada to join our team in Ottawa, ON or Montréal, QC.The Service Desk Manager is accountable for the strategic and operational leadership ... Show more
Keep the business running smoothly behind the scenes!Have you ever been the person everyone turns to when technology gets in the way? As one of our IT Helpdesk Specialist at Coveo, you'll be the fi... Show more
A leading company is seeking a Help Desk Technician to provide exceptional client support.This role involves managing technical issues, dispatching resources, and ensuring timely resolution of requ... Show more
A leading appliance company in Metro Vancouver is seeking a Delivery and Installation Technician to perform in-home delivery and installation of major domestic appliances.Candidates should have at ... Show more
Spécialiste de la réparation et de la certification des équipements de navigation et de communication maritimes depuis plus de 30 ans, Vision Marine est une référence dans le domaine de l’électroni... Show more
The incumbent provides after-sales technical support related to the Return Merchandise Authorization (RMA) process, including diagnosing returned products, documenting repair plans, and tracking re... Show more
Une entreprise de technologie recherche un Technicien de Service à Montréal.Vous serez responsable d'interagir positivement avec les clients et de résoudre les défis liés aux appareils.Le candidat ... Show more
Join Skyservice as an NDT Level II Technician, where you will play a vital role in the certification and inspection of aeronautical products.This position involves hands-on testing with multiple ND... Show more
Join as an IT Support Technician, providing tailored on-site support to clients and enhancing their technological efficiency.Excel in a vibrant environment that fosters continuous improvement and c... Show more
