Service desk Analyst
Service desk Analyst Position Description
. Serve as the initial point of contact for all IT related inquiries via phone, email, chat, or ticketing system.
. Log, categorize, and prioritize incidents and service requests in the IT Service Management (ITSM) system.
. Troubleshoot and resolve Level 1 technical issues, including password resets, software/application support, printer connectivity, and basic hardware issues.
. Escalate incidents to Level 2/3 support teams when required, providing clear documentation and troubleshooting steps taken.
. Follow established procedures and scripts to guide users through problem solving processes.
. Maintain accurate and up to date ticket records, ensuring clear communication with users until resolution.
. Provide excellent customer service, ensuring users are informed about the progress and resolution of their issues.
. Contribute to the creation and maintenance of knowledge base articles for common issues and solutions.
. Participate in training sessions and stay informed about new technologies, procedures, and policies. 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. That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals. Come join our team—one of the largest IT and business consulting services firms in the world.
. Serve as the initial point of contact for all IT related inquiries via phone, email, chat, or ticketing system.
. Log, categorize, and prioritize incidents and service requests in the IT Service Management (ITSM) system.
. Troubleshoot and resolve Level 1 technical issues, including password resets, software/application support, printer connectivity, and basic hardware issues.
. Escalate incidents to Level 2/3 support teams when required, providing clear documentation and troubleshooting steps taken.
. Follow established procedures and scripts to guide users through problem solving processes.
. Maintain accurate and up to date ticket records, ensuring clear communication with users until resolution.
. Provide excellent customer service, ensuring users are informed about the progress and resolution of their issues.
. Contribute to the creation and maintenance of knowledge base articles for common issues and solutions.
. Participate in training sessions and stay informed about new technologies, procedures, and policies. 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. That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals. Come join our team—one of the largest IT and business consulting services firms in the world.
Vacancy posted 3 days ago
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