Role : Associate System Engineer – Service Desk Analyst
+ Excellent speaking and writing skills in English with a neutral accent, correct grammar and syntax
+ Knowledge of customer service principles and practices, ITIL and ITSM
+ Knowledge of IT applications, systems and networks
+ Communication (Oral/Written)
+ Diagnostics & Resolution
+ Problem Solving/DecisionMaking
Position Description :
The Level 1 Service Desk Technician provides user support and customer service on Company-supported computer applications and platforms. The primary purpose is to diagnose, prioritize, troubleshoot and resolve incidents and service requests reported by the Client via telephone, online chat, email or a Web portal.
Your future duties and 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 and network-related incidents
+ Log 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.
+ Comply with CGI and Client’s IS/IT policies, code of conduct and quality standards
About Company : Founded in 1976, CGI has evolved into a leading IT and business process services provider. Our more than 30 years of continuous growth is a testament to the confidence our clients place in us and to the commitment of our members. It is also a testament to the sustaining principles in which we were founded upon, including our dream and shared values. The result for our clients: We are everywhere you need us to be and have the stability, discipline and dedicated professionals needed to deliver results.
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