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Company Name: CGI
Job Role: Service Desk Junior Programmers
Company Website: www.cgi.com
Job Description:
Job Role: Service Desk Junior Programmers
Company Website: www.cgi.com
Job Description:
* 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.
Tasks 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. Preferred competencies and
experience .
* 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
* Experience in handling technical support for an
international organization
* Problem analysis and solving
* Learning, adaptability and attention to detail
* Ability to type
* Tolerance to stress, performance driven and continuously
improving .
Skills:
* Analytical Thinking
* Communication (Oral/Written)
* Diagnostics & Resolution
* Listening
* Performs Well Under Pressure
* Problem Solving/DecisionMaking
* Service Restoration Mgmt - 1 .
* Analytical Thinking
* Communication (Oral/Written)
* Diagnostics & Resolution
* Listening
* Performs Well Under Pressure
* Problem Solving/DecisionMaking
* Service Restoration Mgmt - 1 .