Multilingual Service Desk Analyst (Polish)
CGI Group, Inc.
Taguig, N6, Philippines
11h ago

Position Description

The main responsibility of the Service Desk Analyst involves taking in Level 1 Calls and providing Level 1 Technical Support to user inquiries received either via call or email.

The resource assigned is also expected to produce Quality Audit Report regarding the weekly calls received by the team and making sure that the tickets are updated with complete logs and activities.

Location : One World Square, McKinley Hill, Taguig city

Years of Experience :

At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor's / College Degree in any field

Job Description / Position Description :

The main responsibility of the Service Desk Analyst involves taking in Level 1 inquiries and providing Level 1 Technical Support to user inquiries received either via call. Chat, email or portal.

The resource assigned is also expected to produce Quality Audit Report regarding the weekly calls received by the team and making sure that the tickets are updated with complete logs and activities.

Your future duties and responsibilities

  • Handles first line incidents, including triage and troubleshooting, resolution where possible and assignment where required to 2nd / 3rd line support teams and third parties
  • Supports Service Request Management and Service Restoration Management Level 1
  • 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
  • Required qualifications to be successful in this role

    Knowledge and Skills

  • Proficient in written and verbal communication in the English and POLISH languages.
  • 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.)
  • Behavior

  • Customer Orientation
  • Customer Responsiveness
  • High Impact Communication
  • Clear Communication
  • Academic and Professional Qualifications

  • Preferred) Bachelor Degree in any field
  • Technologies Desired (Not Required) : Active Directory, Office 365, MS Office Application

  • Polish
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