Integrated Service Desk Analyst - Jobs in Victoria, BC

Job Description

Ready to join an outstanding team culture that cares about diversity, inclusion, and responsibility and provides freedom to innovate and influence decisionsCGI is more than just an IT company; be part of a team that supports the local community with the ability to draw on global best-in-class talent. Benefits include a share purchase program, profit sharing, wellness credits, training and development programs, and flexible work schedules and locations!Due to high growth, our CGI-Victoria is adding Members to our Integrated Service Desk. Working in an environment that adapts quickly to meet client requirements, Service Desk Analysts are responsible for providing Level 1 to 3 IT support by phone, email, and chat. Our team is dynamic, hardworking, and dedicated to delivering exceptional service to our clients.Insights you can act onWhile technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees members because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.Ready to become part of our success story Join CGI — where your ideas and actions make a difference.Your future duties and responsibilities

• Provide quality customer support for all incoming contacts (via call, chat, email, or web ticket) for IT-related issues or requests
• Perform diagnostics and resolution activities for incidents or requests being reported, based on knowledge articles for incident or request processing & fulfillment
• Proper use of all tools available for resolution activities, including remote take-over, knowledge base, ticketing systems, communication
• Log and categorize all contacts within an incident management tool
• Assign contacts that cannot be resolved on the first contact to Level 2 or Level 3 support teams as per the knowledge base
• Collaborate with internal and external teams and users as required
• Monitor personal ticket queue daily and take appropriate action
• Identify and raise priority incidents as required
• Develop knowledge and keep up to date on new processes or procedures

Required qualifications to be successful in this roleRequired qualifications to be successful in this role

• 1+ year of Service Desk experience
• Solid grasp of Windows O/S systems
• Proficiency in MS Office Suite
• Attention to detail
• Keyboarding skills
• Understanding of networks
• Knowledge of technical troubleshooting techniques (for PCs and OS, network, and mobile devices)
• Knowledge of application support
• Bilingual (English and French) both verbal and written is an asset
• Professional attributes
• Strong analytical skills
• Focus on customer service/client satisfaction
• Superb communication skills (verbal & written)
• Results-oriented, motivated to succeed and dedicated to continuous improvement)
• Ability to work within a team setting while demonstrating self-sufficiency and independence
• Availability to work 24/7 shifts and adhere to the schedule (strong time-management and good organizational skills)

Education / work experience

• Post-secondary education or equivalent work experience in Helpdesk Support

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