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Service Desk Agent
Ottawa, Ontario, Canada
This is a unique opportunity to join the CGI Group in Ottawa in providing leading IS/IT services to our broad client base as a Service Desk Agent.
Role
The Service Desk Agent is a fully bilingual support analyst serving as the first point of contact to client personnel and is responsible for the timely response to incoming calls and logging calls into a Call Tracking Application. Recommends corrective action in a timely and professional manner or documents in detail highly complex problems for resolution by a more senior technical expert.
Responsibilities:
*
Participates in the evaluation of new software products; providing comparative analysis as required
*
Receives, logs, and answers customer problems/request/issue calls
*
Performs initial level of problem identification and attempts to resolve; otherwise, documents all troubleshooting efforts in problem ticket and make prompt notification to 2nd level groups for resolution in order to minimize the amount of time taken to resolve customer issues.
*
Assists with monitoring and tracking incidents to ensure resolution occurs within the Service Level Agreement
*
Performs follow up on all incidents with customer to ensure customer satisfaction
*
Develops and maintains knowledge of the problem tracking software and database
*
Provides input for development and maintenance of departmental procedures, incident reports and other customer projects as required
*
Develops and maintains knowledge of customer and customer specific business environment
Qualifications
*
Completion of a Computer Systems Technician Diploma (two year Community College) combined with a minimum of one (1) year's experience OR successful completion of Grade 12, combined with a minimum of four (4) years experience with demonstrated ability to carry out the functions of the job.
*
Knowledge and experience in computer hardware and working knowledge of standard applications. Proven client service competencies strong interpersonal and communication skills in both official languages (French and English) to provide verbal and written technical guidance/support to clients
With 25,00 member employees, CGI is one of the largest independent information technology services firms in
North America, providing end-to-end IT services and business solutions to clients worldwide. CGI provides a
full range of IT services, including consulting, systems integration, and the management of business and IT
functions.
CGI offers a competitive compensation package with opportunities for growth and professional development.
Benefits for this position start day one and includes a minimum of 3 weeks vacation, profit sharing and a stock
purchase plan. We are an equal opportunity employer.
We wish to thank all applicants for their interest and effort in applying for this position; however, only candidates selected for interviews will be contacted.
No unsolicited agency referrals please.
Must Have Skills
* Windows Suite, e.g.95/98/ME/NT/XP
* MS-DOS 3.30-6.2
* TCP/IP
* LAN/WAN Administration
* HSE/RAS
* ARS Remedy 4.05
* MS Suite 98, 2000, 2002, incl Word, Excel, Power Point, Project, Access, Visio
* Microsoft Exchange
* Virus Defense Applications (TVD)
* Lotus 123
* Corel Suite
* Adobe Acrobat
* Netscape
* Outlook
Nice to Have Skills
* ITIL Methodologies
Ottawa, Ontario, Canada
This is a unique opportunity to join the CGI Group in Ottawa in providing leading IS/IT services to our broad client base as a Service Desk Agent.
Role
The Service Desk Agent is a fully bilingual support analyst serving as the first point of contact to client personnel and is responsible for the timely response to incoming calls and logging calls into a Call Tracking Application. Recommends corrective action in a timely and professional manner or documents in detail highly complex problems for resolution by a more senior technical expert.
Responsibilities:
*
Participates in the evaluation of new software products; providing comparative analysis as required
*
Receives, logs, and answers customer problems/request/issue calls
*
Performs initial level of problem identification and attempts to resolve; otherwise, documents all troubleshooting efforts in problem ticket and make prompt notification to 2nd level groups for resolution in order to minimize the amount of time taken to resolve customer issues.
*
Assists with monitoring and tracking incidents to ensure resolution occurs within the Service Level Agreement
*
Performs follow up on all incidents with customer to ensure customer satisfaction
*
Develops and maintains knowledge of the problem tracking software and database
*
Provides input for development and maintenance of departmental procedures, incident reports and other customer projects as required
*
Develops and maintains knowledge of customer and customer specific business environment
Qualifications
*
Completion of a Computer Systems Technician Diploma (two year Community College) combined with a minimum of one (1) year's experience OR successful completion of Grade 12, combined with a minimum of four (4) years experience with demonstrated ability to carry out the functions of the job.
*
Knowledge and experience in computer hardware and working knowledge of standard applications. Proven client service competencies strong interpersonal and communication skills in both official languages (French and English) to provide verbal and written technical guidance/support to clients
With 25,00 member employees, CGI is one of the largest independent information technology services firms in
North America, providing end-to-end IT services and business solutions to clients worldwide. CGI provides a
full range of IT services, including consulting, systems integration, and the management of business and IT
functions.
CGI offers a competitive compensation package with opportunities for growth and professional development.
Benefits for this position start day one and includes a minimum of 3 weeks vacation, profit sharing and a stock
purchase plan. We are an equal opportunity employer.
We wish to thank all applicants for their interest and effort in applying for this position; however, only candidates selected for interviews will be contacted.
No unsolicited agency referrals please.
Must Have Skills
* Windows Suite, e.g.95/98/ME/NT/XP
* MS-DOS 3.30-6.2
* TCP/IP
* LAN/WAN Administration
* HSE/RAS
* ARS Remedy 4.05
* MS Suite 98, 2000, 2002, incl Word, Excel, Power Point, Project, Access, Visio
* Microsoft Exchange
* Virus Defense Applications (TVD)
* Lotus 123
* Corel Suite
* Adobe Acrobat
* Netscape
* Outlook
Nice to Have Skills
* ITIL Methodologies
