Service Desk Analyst (Senior)-54580 at CGI Philippines Inc. | Jobs | Jobs180.com

Service Desk Analyst (Senior)

CGI Philippines Inc.

National Capital Region (NCR), Taguig City No experience required. Salary Undisclosed Full Time 10 openings Submit ResuméLink View CareerSite

Job Details
About Us

Requirements

Candidate must possess at least a Bachelor's/College Degree, Some College (But did not graduate) on any course.
Junior Associate (1-4 yrs experience) specializing in IT/Computer - Hardware or equivalent.

Responsibilities

Want to expand your experience in one of the world's largest IT and business consulting services firms?

JOIN CGI PHILIPPINES!

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 shifts and Breaks assigned by the people manager.
• Follow the rest day schedule as assigned.
• Assists Service Desk Specialist in processing non-complex work orders, and service requests as necessary support requirements assigned by the Service desk management team or Service Desk Manager

• 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 the people manager if potential issues are detected.
• Ensure feedback is given to the people manager if process improvement measures can be implemented.
• Ensure attendance at planned meetings.

• 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, and 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, policies, procedures, and other important operational issues.
• Perform other duties as assigned.

Additional Requirements

Required qualifications to be successful in this role:
• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field
• At least 2-3 years of experience in Service Desk, Helpdesk, or Technical Support.
• 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.)

Additional Info

Location: Taguig City, National Capital Region (NCR).
Full Time position(s) are available.
Number of vacancies: 10.

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