Service Desk Analyst (Swedish Speaker)
CGI Group, Inc.
Taguig, N6, Philippines
3d ago

Position Description

The Service Desk Analyst Swedish helps achieve agreed SLA by providing good customer service to client thru phone calls and e-mails.

Help resolve queries by providing support to 2nd Line as needed. Actively participate in service improvement initiatives.

Be readily available to step up in the absence of the Senior Analyst / Specialist.

Main Responsibilities

oFunction as the first-line for answering escalated calls or e-mails from our clients.

oDeliver HR & Payroll services on the assigned agreed processes to clients and stakeholders.

oParticipate in all assigned CGI projects and activities ensuring successful performance with Management.

oEnsure that set objectives are met as defined on the agreed performance metrics.

oProvide support to Service Delivery Manager, Team Leader and Specialist on investigating service delivery issues.

oEnsure that appropriate measures are taken to preserve client data confidentiality, and integrity in accordance with security policies.

oMaintain adherence to all company policies and procedures.

oAssume ownership of personal development and inform Management of perceived gaps.

oAttend, participate and pass all scheduled and requested training events and assessments required to update / broaden knowledge relevant to the role.

Typical background for a Service Desk Analyst :

  • Proficient in written and verbal communication (Swedish)
  • Proficient in written and verbal communication (English)
  • Keen attention to detail
  • Solid analytical and problem solving skills
  • Can work alone individually but also a great team player
  • Ability to handle stressful situations
  • Good process mapping ability
  • Proactive, service minded and able to multi-task
  • Good interpersonal skills (empathy, verbal dexterity, etc.)
  • Knowledge of SAP / Heroma
  • Payroll
  • Human Resources
  • Microsoft Office
  • Communication (Oral / Written)
  • English
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