HELP DESK/SERVICE DESK TECHNICIAN

Position Description.
We are seeking a Help Desk/Service Desk Technician to join our team.
As a technician, your primary responsibility is to provide exceptional customer service by promptly resolving end users’ technical issues via phone, email, and the portal.
You’ll log and dispatch tickets, route complex problems to specialized technical teams, and perform basic troubleshooting to fulfill end users’ requests efficiently.
Your future duties and responsibilities.
1.
irst-Level Technical Support.
• Be the first point of contact for end users seeking technical assistance.
• Provide excellent customer service through phone, email, and the portal.
2.
icket Management.
• Log all incoming service requests, incidents, and problems accurately.
• Dispatch tickets to appropriate technical teams, ensuring proper categorization and prioritization.
3.
roubleshooting and Resolution.
• Perform initial assessment and basic troubleshooting of end users’ technical issues.
• Escalate complex or unresolved issues to specialized support groups.
4.
ustomer Satisfaction.
• Continuously monitor ticket queues and follow up with end users.
• Ensure timely resolution and customer satisfaction.
5.
ollaboration and Process Improvement.
• Collaborate with team members and technical experts to resolve service-related issues.
• Adhere to IT service management (ITSM) frameworks and guidelines.
6.
nowledge Base Enhancement.
• Document and update knowledge articles, known issues, and workarounds.
Required qualifications to be successful in this role.
• Minimum of 1 years of experience in Service Desk 24/7 or a related field • fluent in Slovak or Czech and English language, German language is an advantage • Available for on call duty • Hybrid work model • Solid understanding of ITIL4 principles, processes, and terminology.
• Experience in logging and managing service requests, incidents, and problems using a ticketing system.
• Ability to prioritize and manage multiple tasks in a fast-paced environment, while meeting defined SLAs.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation and a passion for resolving end users' technical issues.
• Basic knowledge of computer hardware, operating systems, and commonly used software applications.
• Ability to work independently and collaboratively within a team, fostering a positive and cooperative work environment.
• Relevant certifications such as ITIL4 Foundation are a plus.ň What do we offer? • An excellent combination of friendly working atmosphere and a stable background of one of the largest IT companies in the world.
• Support of your professional growth.
• Many opportunities for your development and education through various certified programs and through sharing of corporate knowledge.
• Employment contract for an indefinite period.
• Flexible working hours with the possibility of home office according to agreement (not only during the pandemic).
• Participation in the company’s profit (the so-called Profit Participation Plan).
• Company share program (the so-called Share purchase Plan) – the possibility of purchasing employee shares.
• 25 days of leave for regeneration for everyone.
• 3 sick-days for recovery.
• 30 days of fully paid sick leave.
• Meal allowance for each day of working.
• Benefit Plus Program for leisure activities in the field of sports, culture, travel, health or education.
• Company car and the possibility of parking depending on the level of seniority.
• Referral bonus for referring a new colleague.
• The possibility of obtaining an interest-free loan for an employee.
• Language training for employees.
• Multisport card for sports and wellness facilities and others.
• Vaccination against influenza and tick-borne encephalitis.
• Possibility of participation in various sports events – e.
.
Do práce na bicykli/To work by bike, marathons, etc.
• The immediate vicinity of gym.
• Possibility of using the advisory services of experts (psychological and legal) for health, work or other serious life events (the so-called Member Assistance Program).
• And more… The base salary starts from EUR/m.
(gross).
Final salary could be higher - it depends on skills and expertise of candidates.
#LI-MB Skills.
ITIL What you can expect from us.
Insights you can act on While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes.
We call our employees “members” because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of.
This has been our Dream since , and it has brought us to where we are today—one of the world’s largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings.
We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities.
As an equal opportunity employer, we empower all our members to succeed and grow.
If you require an accommodation at any point during the recruitment process, please let us know.
We will be happy to assist.
Ready to become part of our success story? Join CGI—where your ideas and actions make a difference.