We’re establishing a brand-new technology and innovation hub in Sofia – and you can be part of it from day one.
Here, you won’t just be shaping our services for German clients; you’ll also help us build a strong presence in the Bulgarian market. You’ll collaborate closely with our teams in Germany, bring in your ideas, and influence the tools, processes, and culture of our new Sofia location from the ground up.
In short: We’re blending the energy of a fresh start with the reliability of a global player. If you’re excited about building something new both locally and internationally, this is the place to make your mark. Apply now and be part of our success story in Sofia! #BePartofourStory
As a Service Desk Analyst, your primary responsibility is to handle Level 1 calls and provide first-level technical support for user requests received via phone or email. You will ensure adherence to quality standards, proper ticket documentation, and timely updates of activities.
Handle first-level tickets, including triage and troubleshooting; resolve issues where possible and escalate to 2nd/3rd line support teams or third parties when necessary
Support service request management and service restoration processes
Apply problem-solving skills, technical thinking, and sound judgment to resolve customer service issues and ensure client satisfaction
Respond professionally, promptly, and accurately to user inquiries via phone, email, and case tracking systems
Collaborate with local management, colleagues, and clients at all levels to ensure requests are resolved to the customer’s satisfaction
Deliver high-quality work and results with speed and accuracy
Follow agreed procedures and escalation processes to resolve issues
Develop a comprehensive understanding of your role and master all necessary tools
Stay up to date on products, policies, procedures, and other operational matters
Maintain quality standards in line with agreed metrics, including implementing process improvements
Address quality gaps within your area of responsibility
Prepare reports on delivered services
Communicate with the personnel manager regarding potential issues, provide feedback, and implement improvement measures
Participate in meetings and sessions
Additional Responsibilities may include:
Assist management in developing training plans for new and existing team members
Support management in creating quality assurance plans
Collaborate on onboarding new employees and familiarize them with project-specific processes
Coach team members to meet client-specific quality standards and expectations
Assist in project performance planning as needed
Prepare and deliver timely reports
Suggest improvements for assigned processes
Maintain reporting tools, databases, and processes
Communicate with team leads and service delivery managers regarding process improvements and staff development
Perform other related tasks as agreed with your supervisor
Required qualifications to be successful in this role:
Completed vocational training or a Bachelor’s/Master’s degree in any field
Strong written and verbal communication skills in German and English
Fluency in English is required; German language skills are a plus
Good general IT knowledge and ideally experience in an IT environment
Solid analytical and problem-solving skills
Ability to map and document processes in detail
Experience managing back-end processes
Previous experience in customer service or contact center is a plus
Willingness to work on-site in Sofia
Flexible, adaptable, service-oriented, capable of multitasking, and empathetic in communication within a large organization
What We Offer:
Team Culture: You’ll find colleagues here who make collaboration enjoyable. We interact openly, use first names across all levels, and don’t think in hierarchies or silos.
Contract & Working Time: Permanent, full-time contract with a standard 8-hour workday.
Flexible Work Setup: Enjoy the best of both worlds with our hybrid work model – combining office presence in Sofia with remote work from home.
Working Hours: Flexible working hours tailored to project needs and client requirements.
Leave Policy: 25 days of paid vacation.
Volunteer Opportunities: Make a positive impact with 8 hours of paid leave for voluntary work.
Financial Benefits: Invest in your future with CGI’s Share Purchase Plan (SPP) and Profit Participation Plan (PPP), co-funded by CGI and offering flexible payout options.
Career Development: Benefit from clear career progression paths and opportunities to grow within the company.
Continuous Learning: Access our internal learning platform, CGI Academia, to shape your skills based on your interests. Learn up to 9 languages via goFLUENT.
Referral Rewards: Extend your network – refer friends and earn bonuses through our rewarded referral program.
Health & Wellbeing: Access our Health and Wellbeing Portal for resources that support your physical and mental health.
Workplace Equipment: Receive a budget for noise-cancelling headphones, ergonomic office equipment, and optical glasses for screen work.
Office Environment: Work in a state-of-the-art co-working space in Sofia, with complimentary coffee, tea, and water to keep you refreshed throughout the day.
#LI-MP7
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.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.
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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.