SENIOR SERVICE DESK ANALYST

Position Description.
Want to expand your experience in one of the world's largest IT and business consulting services firms? JOIN CGI PHILIPPINES! • Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
• Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.
• Produces quality work and results.
• Ensure fast and accurate turnaround of work.
• Solve problems using agreed upon procedures.
• Develop a comprehensive understanding and mastery of all tools.
• Remain updated on products, policy, procedure and other important operational issues.
• Perform other duties as assigned.
Your future duties and responsibilities.
• To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
• Follow agreed escalation procedures.
• To come in on time and on scheduled shift and Breaks assigned by people manager.
• Follow rest day schedule as assigned.
• Assists Service Desk Specialist in processing non-complex work orders, service request as necessary support requirements assigned by the Service desk management team or Service Desk Manager • Advise people manager of planned/unplanned leaves as below.
• Vacation leave – at least 10 days in advance of planned leave date • Sick leave - at least two (2) hours prior to the start of the shift.
A member, when using sick • leave, must notify his manager (or next higher-ranked manager) via a phone call to the • manager’s direct office line or mobile phone within the prescribed lead time.
• Maintain quality standards in accordance with agreed metrics.
• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
• To submit necessary service delivery reports.
gi.
om • Ensure feedback is given to people manager if potential issues are detected.
• Ensure feedback is given to people manager if process improvement measures can be implemented.
• Ensure attendance at planned meetings.
The above statements are intended to describe the general nature and level of work.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified.
All members may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Required qualifications to be successful in this role.
• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field • At least 3 years of experience in Service Desk, Helpdesk or Technical Support.
• Proficient in written and verbal communication in the English language.
• Keen attention to detail.
• Proficient computer and technical skills.
• Solid analytical and problem solving skills.
• Good process mapping ability.
• Proactive, service minded and able to multi-task.
• Good interpersonal skills (empathy, verbal dexterity, etc.) Skills.
Delivery Support Incident Management 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.