Service Desk Technical Support Analyst (English)

Company Overview

Established in 1976, CGI ranks among the world's leading independent IT and business consulting firms, employing over 94,000 professionals globally. CGI offers a comprehensive suite of services including strategic IT and business consulting, systems integration, managed IT and business process services, and intellectual property solutions. The company operates through a combination of local client relationships and a global delivery network aimed at accelerating digital transformation initiatives. CGI reported revenue of CA$14.68 billion for fiscal 2024 and is publicly traded on the TSX and NYSE.

Job Summary

We are searching for a detail-oriented and motivated Technical Service Desk Analyst to join our worldwide support team. This role acts as the primary contact for technical issues, providing prompt and excellent support by adhering to standard operating procedures and ensuring issues are resolved or escalated appropriately.

Responsibilities

• Respond to support requests through phone, email, or ticketing channels following established protocols and service level agreements.
• Investigate and diagnose issues using diagnostic tools and knowledge bases to resolve hardware, software, application, and basic network problems.
• Document all customer interactions and accurately log findings and resolutions in the incident management system.
• Escalate unresolved issues to secondary support teams with thorough documentation.
• Track and monitor open tickets actively, pushing them towards timely resolution to meet service targets.
• Identify and prioritize urgent incidents requiring immediate escalation.
• Keep current with system updates, software changes, and procedural enhancements.
• Comply with organizational policies covering attendance, scheduling, conduct, and quality assurance.
• Assist in preliminary candidate screenings during recruitment as needed.

Required Qualifications and Competencies

• Bachelor’s degree in Computer Science or a related field, with at least 3 years of relevant experience.
• Exceptional verbal and written English communication skills with a neutral accent and accurate grammar.
• Strong customer service focus, familiar with service desk operations, ITIL, and ITSM frameworks.
• Fundamental knowledge of IT systems, networking, and applications.
• Proven track record providing Level 1 support in a helpdesk context, preferably with experience supporting North American or European clients.
• Excellent analytical and problem-solving abilities with close attention to detail.
• Ability to multitask effectively, including typing efficiently during live interactions.
• Thrives under pressure and actively pursues continual improvement.
• Willingness to learn new technologies and adapt to change.
• Availability to work flexible shifts including nights, weekends, and holidays in a 24/7 operational environment.

Experience

Between 1 and 3 years in a technical service desk or helpdesk role offering support to global customers, demonstrating professional incident troubleshooting and resolution.

Additional Information

CGI values equity and inclusion and provides accommodations for people with disabilities throughout the recruitment process. We seek individuals who embrace ownership, teamwork, respect, and inclusiveness to realize their full potential. Our culture promotes active involvement in shaping company goals and career advancement supported by experienced leadership.