Receives chats, calls or emails for various clients and other support group, create Incident tickets or Service Request tickets logging all pertinent information
Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests providing initial support and target a higher level of first contact resolution
Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups
Perform hierarchal escalation to Service Desk and Incident Management
Provides communication to clients concerning the status of Incidents, Service Requests and Changes
Compiles data through Incident entry that will be used for management of information and reporting
Maintains ownership of Incident and Service Requests ensuring status update and resolution according to defined SLAs
Knowledge and skills
Proficient in written and verbal communication in English and Mandarin 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.)
Ability to communicate with all levels within the organization
Ability to work well in a high pressure environment
Must be flexible with the ability to adapt to changes quickly and think conceptually
Communication (Oral / Written)
Diagnostics & Resolution
What you can expect from us
Build your career with us.
It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change supporting our clients’ digital journeys and offering our professionals exciting career opportunities.
At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership.
All of our professionals benefit from the value we collectively create.
Be part of building one of the largest independent technology and business services firms in the world.