IT Service Desk Analyst open for Fresh Graduates
CGI
Taguig, Philippines
2d ago

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

managers 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.cgi.com

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 Bachelors / College Degree in any field

Preferably graduates of IT related courses

Experience in Service Desk, Helpdesk or Technical Support is an advantage.

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 :

  • Active Directory
  • Delivery Support
  • Incident Management
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