Multilingual Service Desk Analyst (German) to Philippines
Position Description
Relocation Opportunity: Yes – International hires welcome!
The main responsibility of the Service Desk Analyst involves taking in Level 1 Calls and providing Level 1 Technical Support to user inquiries received either via call or email. The resource assigned is also expected to adhere to Quality Criteria in performing the tasks, including making sure that the tickets are updated with complete logs and activities. Service Desk Analyst will be supporting multiple Retail accounts.
This role reports to the office and will be based in CGI Philippine Global Delivery Center (Taguig City, Philippines).
Your future duties and responsibilities
• Handles first line incidents, including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties
• Supports Service Request Management and Service Restoration Management Level
Required qualifications to be successful in this role
• Proficient in written and verbal communication in English and German 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.)
• Bachelor's degree in any field
• Must be flexible with working schedule.
• 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, case tracking system professionally and with speed, accuracy and proficiency.
• To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
• Produce quality work and results.
• Ensure fast and accurate turnaround of work.
• Solve problems using agreed upon procedures as well as proper escalation process.
• Develop a comprehensive understanding and mastery of all tools.
• Remain updated on products, policy, procedure and other important operational issues.
• To come in on time and on scheduled shift and adhere to breaks as assigned by staff manager.
• Follow rest day schedule as assigned.
• Advice staff manager of planned leaves as stated in the Handbook.
• 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.
• Ensure feedback is given to staff manager if potential issues are detected.
• Ensure feedback is given to staff manager if process improvement measures can be implemented.
• Ensure attendance at planned meetings.
Other responsibilities may include:
• Assisting management with development of training plans for new and existing members
• Assisting management with development of quality assurance plans
• Work with new members to familiarize themselves with project specific processes for them to become operational within one month of hire date
• Provide coaching to members to address client-specific quality standards and expectations
• Contribute to the projects service delivery planning process as required
• Reporting, and making sure reports are made and delivered in a timely manner
• Make improvement recommendations on assigned processes
• Make sure reporting tools, databases and process are up to date and maintained
• Update team leaders and service delivery manager on process improvement or member development as agreed
• Perform other duties as assigned
The above statements are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal responsibilities from time to time, as needed.
• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor's/College Degree in any field.
• Proficient in written and verbal communication in the English language as well as German 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.)
• Background in IT is an advantage.
• Previous back-end process administration experience.
• Previous customer service or contact center experience (optional)
• Willingness to work onsite in Taguig and Ortigas site.
• 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.
What do we offer?
• Relocation package for international candidates (including flight and accommodation) on 1st month
• Processing of visa and work permit
• Career development in a multinational company
• Modern working environment
• Cultural interaction
Successful candidates will enjoy these benefits when you join CGI:
• Share Purchase Plan (SPP)
• Profit Participation Plan (PPP)
• Provident Fund
• Leave entitlements
• HMO coverage with acclaimed hospitals and clinics
• Extended HMO coverage
• Group life insurance
• Health and wellness programs
• Member Referral Program
• Special Meal Allowance
• Global Member Assistance Program (MAP)
• Health and Wellness Program
• Oxygen
• Corporate Social Responsibility Program
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.