Job Description

Level 1 | 1- 3 YEARS 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, applications or basic 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. Expected to work in a 24/7 environment on rotational shifts Comply with CGI and Client\xe2\x80\x99s IS/IT policies, code of conduct and quality standards. Participate in the recruitment process for initial member screening 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 while handling customer contact Tolerance to stress, performance driven and continuously improving work experience required: Worked as Service Desk / Helpdesk support technician as Level 1 technicians within his/her team, handling calls in for an international / Global client (preferred North American/ European experience).
Insights you can act on

While technology is at the heart of our clients\xe2\x80\x99 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 \xe2\x80\x9cmembers\xe2\x80\x9d 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 1976, and it has brought us to where we are today\xe2\x80\x94one of the world\xe2\x80\x99s 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\xe2\x80\x94where your ideas and actions make a difference.
Your future duties and responsibilities

Required qualifications to be successful in this role