Service Desk Analyst

Position Description

Your main responsibilities as Associate Consultant – Service Desk Analyst are, but not limited to, the following:

• First Point of contact: Serve as the first point of contact for users seeking assistance over the phone, email, chat, portal, or other case tracking system.
• Issue Triage and Diagnosis: Receive, prioritize, and log incoming service requests and incidents. Gather relevant information from end-users to understand the nature of the problem and perform initial troubleshooting to diagnose issues.
• Problem Resolution: Resolve technical issues promptly and efficiently, either by providing step-by-step instructions, troubleshooting guidance, or escalating more complex problems to higher-level support teams or technical specialists.
• Ticket Management: Create, update, and manage service tickets or incident records in the IT service management (ITSM) system, ensuring accurate documentation of all interactions, resolutions, and follow-up actions taken.
• User Training and Education: Assist end-users in utilizing IT systems, software applications, and hardware devices effectively by providing training, guidance, and self-help resources to enhance their technical proficiency and productivity.
• Remote Support: Provide remote assistance to end-users by remotely accessing their devices or systems to troubleshoot issues, install software updates, or perform configurations as needed.
• Hardware and Software Support: Install, configure, and troubleshoot hardware components (e.g., computers, printers, peripherals) and software applications if permitted. (e.g., operating systems, productivity suites, business applications) to ensure optimal functionality and performance. “Is to be a global world class end-to-end IT and business consulting services leader helping our clients succeed.”
• User Account Management: Manage user accounts, permissions, and access rights in IT systems, including account creation, modification, reset password requests, and account deactivation in compliance with security policies and procedures.
• Incident Escalation: Escalate unresolved or complex issues to higher-level support teams, technical specialists, or management according to defined escalation procedures to ensure timely resolution and minimize downtime.
• Documentation and Knowledge Management: Document common issues, resolutions, troubleshooting steps, and best practices in knowledge base articles or FAQs to facilitate self-service support and assist other support personnel in resolving similar issues efficiently.
• Customer Service Excellence: Provide courteous, professional, and responsive customer service to end-users, demonstrating empathy, active listening, and effective communication skills to ensure a positive service experience and client satisfaction.
  
  

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Service Desk Analyst

Job Description

Your main responsibilities as Associate Consultant – Service Desk Analyst are, but not limited to, the following:

• First Point of contact: Serve as the first point of contact for users seeking assistance over the phone, email, chat, portal, or other case tracking system.
• Issue Triage and Diagnosis: Receive, prioritize, and log incoming service requests and incidents. Gather relevant information from end-users to understand the nature of the problem and perform initial troubleshooting to diagnose issues.
• Problem Resolution: Resolve technical issues promptly and efficiently, either by providing step-by-step instructions, troubleshooting guidance, or escalating more complex problems to higher-level support teams or technical specialists.
• Ticket Management: Create, update, and manage service tickets or incident records in the IT service management (ITSM) system, ensuring accurate documentation of all interactions, resolutions, and follow-up actions taken.
• User Training and Education: Assist end-users in utilizing IT systems, software applications, and hardware devices effectively by providing training, guidance, and self-help resources to enhance their technical proficiency and productivity.
• Remote Support: Provide remote assistance to end-users by remotely accessing their devices or systems to troubleshoot issues, install software updates, or perform configurations as needed.
• Hardware and Software Support: Install, configure, and troubleshoot hardware components (e.g., computers, printers, peripherals) and software applications if permitted. (e.g., operating systems, productivity suites, business applications) to ensure optimal functionality and performance. “Is to be a global world class end-to-end IT and business consulting services leader helping our clients succeed.”
• User Account Management: Manage user accounts, permissions, and access rights in IT systems, including account creation, modification, reset password requests, and account deactivation in compliance with security policies and procedures.
• Incident Escalation: Escalate unresolved or complex issues to higher-level support teams, technical specialists, or management according to defined escalation procedures to ensure timely resolution and minimize downtime.
• Documentation and Knowledge Management: Document common issues, resolutions, troubleshooting steps, and best practices in knowledge base articles or FAQs to facilitate self-service support and assist other support personnel in resolving similar issues efficiently.
• Customer Service Excellence: Provide courteous, professional, and responsive customer service to end-users, demonstrating empathy, active listening, and effective communication skills to ensure a positive service experience and client satisfaction.
  
  

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

Ensemble, en tant que propriétaires, mettons notre savoir-faire à l’œuvre.

La vie chez CGI est ancrée dans l’actionnariat, le travail d’équipe, le respect et un sentiment d’appartenance. Chez nous, vous pourrez exploiter votre plein potentiel parce que…

Nous vous invitons à devenir propriétaire dès le jour 1 alors que nous travaillons ensemble à faire de notre rêve une réalité. C’est pourquoi nous nous désignons comme associés de CGI, plutôt que comme employés. Nous tirons profit des retombées de notre succès collectif et contribuons activement à l’orientation et à la stratégie de notre entreprise.

Votre travail crée de la valeur. Vous élaborerez des solutions novatrices et développerez des relations durables avec vos collègues et clients, tout en ayant accès à des capacités mondiales pour concrétiser vos idées, saisir de nouvelles opportunités, et bénéficier d’une expertise sectorielle et technologique de pointe.

Vous ferez évoluer votre carrière en vous joignant à une entreprise bâtie pour croître et durer. Vous serez soutenus par des leaders qui ont votre santé et bien-être à cœur et qui vous permettront de saisir des occasions afin de parfaire vos compétences et élargir les horizons.

Joignez-vous à nous, l’une des plus importantes entreprises de conseil en technologie de l’information (TI) et en management au monde.

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