IT Service Desk Analyst null

Your role and responsibilities

• 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.
• 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 processes.
• Develop a comprehensive understanding and mastery of all tools.
• Remain updated on products, policies, procedures, and other important operational issues.
• To come in on time and on scheduled shifts and adhere to breaks as assigned by the staff manager.
• Follow the rest day schedule as assigned.
• Advise 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 the staff manager if potential issues are detected.
• Ensure feedback is given to the staff manager if process improvement measures can be implemented.
• Ensure attendance at planned meetings.

About you

• 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.)
• Background in IT is a plus
• Fresh graduates, undergraduates, and career shifters are welcome to apply

Benefits

Successful candidates will enjoy these benefits when they join CGI:

• Career Development
• Multicultural Interaction
• Hybrid Work Setup
• Laundry Allowance
• Rice Subsidy Allowance
• Uniform Allowance
• Share Purchase Plan (SPP)
• Profit Participation Plan (PPP)
• Provident Fund
• Leave Entitlements
• HMO Coverage (upon hire)
• Extended HMO Coverage
• Group Life Insurance
• Health and Wellness Program
• Member Referral Program
• Special Meal Allowance
• Member Assistance Program (MAP)
• Corporate Social Responsibility Program

Training & development

CGI invests in comprehensive learning and development programs to ensure their members build and increase the skills they need to respond to clients evolving digital needs and progress toward their career aspirations. They provide opportunities and resources to help members continually learn, and they support them in mapping out a customized learning journey.

Career progression

Two annual programs they have designed to foster dialogue and support timely action plans are:

• Member Satisfaction Assessment Program -  You will regularly meet one-on-one with your manager to discuss your career growth and satisfaction, and how to improve it.
• Member Consultation - This annual program solicits member input on CGI's strategic goals and invites suggestions on how to better serve the clients and grow the business.

Source/s:

• cgi.com
• youtube.com