Years of Experience: At least 1 year Service Desk Experience in proving End User Support
Job Description/ Position Description:
The role of Retail Service Desk Analyst is responsible for providing first-line technical support to end-users. You will act as the first point of contact for users seeking assistance over the phone, email, chat, portal, or other case tracking system professionally with speed, accuracy, and proficiency. The resource assigned is also expected to produce quality work aligned with the engagement's protocols and policies. The role may be shared across engagements with similar project and skills requirements.:
. Resolving Level 1 technical issues: As first point of contact, you are expected to Address user inquiries received through phone calls, ticketing systems, and emails.
. Issue triage and Diagnosis: Receive, Prioritize and record incidents or requests. Gather information, analyse and investigate and perform trouble shooting. Candidate should be able to at first point of contact at least 30% of issues and be able to determine when to escalate to the correct group. Handling all Priority Incidents and Service Requests effectively and efficiently.
. Managing multiple client accounts: Providing support to a diverse range of clients simultaneously.
. Maintaining accurate records: Ensuring all tickets are updated with comprehensive logs and activity details, creating and upkeeping knowledge base articles.
. 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.
Job Role & Responsibilities:
. Incident Management:
. Service Request Management:
. Service Restoration Management:
Required Qualifications:
Knowledge & Skills:
. Technical Proficiency: Proficient computer and technical skills. Able to perform tasks efficiently. Experience in providing both hardware and software support is a plus.
. Communication: Excellent written and verbal communication skills in English.
. Analytical & Problem-Solving: Strong analytical and problem-solving abilities.
. Process Mapping: Good process mapping skills.
. Customer Focus: Proactive, service-minded, and customer-oriented.
. Multitasking: Ability to multitask effectively.
. Interpersonal Skills: Excellent interpersonal skills, including empathy and verbal dexterity.
. Attention to Detail: Keen attention to detail.
. Knowledge Base: Ability to create and maintain knowledge base articles.
. Tools: have experience in provide remote desktop support, ITSM tools and telephony solutions.
Behavior:
. Customer Orientation: 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.
. Customer Responsiveness: Respond promptly to customer inquiries.
. High-Impact Communication: Communicate effectively and concisely.
. Adaptability: Able to handle fast-paced changes and work through challenges.
. Collaborative: You'll contribute to a team that's responsive to evolving project schedules and accommodating of on-site arrangements.
Academic & Professional Qualifications:
. Education: Bachelor's degree in any field.
. Flexibility: Must be flexible with working schedules.
. Experience: At least 1 year of work experience as service desk agent processing of tickets from different channels, re-assigning tickets to proper group.
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Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
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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.
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