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Call Centre Consultant
Ottawa, Ontario, Canada
This is a unique opportunity to join the CGI team in Ottawa in providing leading IS/IT services to our broad client base.
Role
The CGI Service Desk provides “one-stop shopping” concept for hardware and software support, application support, procurement, network support, and specializes in customer support. Customer requests for assistance are handled through a bilingual (English and French) emergency telephone service where requests are logged and follow-up action is recorded. The available position is for a Service Desk Senior Analyst/Supervisor for the CGI Service Desk, responsible for providing the support for the above mentioned areas.
Responsibilities
・ Receives, logs, and answers customer problem/request/issue calls
・ Performs initial level of problem identification and attempts to resolve when appropriate; 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 customers to ensure customer satisfaction
・ Develops and maintains knowledge of the problem tracking software and database
・ Develops and maintains knowledge of customers and customer specific business environment.
・ Develops and maintains an understanding of the customer Service Level Agreement
・ Develops and maintains technical skill and understanding of the CGI Service Desk to achieve maximum problem resolution
・ Provides input for development and maintenance of departmental procedures, incident reports and other customer projects as required.
・ Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism
・ Works independently and maintains a high-degree of professional conduct at all times
・ Responsible for supervising a small team
The successful candidate will have excellent communication, interpersonal, problem solving, and analytical skills. The ability to learn in a dynamic and technical environment, to supervise a small team, and to prioritize work important. Bilingualism is mandatory.
CGI is the fourth largest independent information technology services firm in North America providing end-to-end IT services and business solutions to more than 3,000 clients worldwide. CGI provides a full range of IT services, including consulting, systems integration and the management of business and IT functions.
This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for this position start on the date of hire and include minimum 3 weeks vacation, potential 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
PC experience.
Customer service experience.
Working knowledge of Windows 2000/XP
Working knowledge of Microsoft Office
Working knowledge of Lotus Suite
Exposure to electronic mail (MS Outlook, Lotus notes)
Knowledge of computer hardware and peripherals
Ottawa, Ontario, Canada
This is a unique opportunity to join the CGI team in Ottawa in providing leading IS/IT services to our broad client base.
Role
The CGI Service Desk provides “one-stop shopping” concept for hardware and software support, application support, procurement, network support, and specializes in customer support. Customer requests for assistance are handled through a bilingual (English and French) emergency telephone service where requests are logged and follow-up action is recorded. The available position is for a Service Desk Senior Analyst/Supervisor for the CGI Service Desk, responsible for providing the support for the above mentioned areas.
Responsibilities
・ Receives, logs, and answers customer problem/request/issue calls
・ Performs initial level of problem identification and attempts to resolve when appropriate; 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 customers to ensure customer satisfaction
・ Develops and maintains knowledge of the problem tracking software and database
・ Develops and maintains knowledge of customers and customer specific business environment.
・ Develops and maintains an understanding of the customer Service Level Agreement
・ Develops and maintains technical skill and understanding of the CGI Service Desk to achieve maximum problem resolution
・ Provides input for development and maintenance of departmental procedures, incident reports and other customer projects as required.
・ Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism
・ Works independently and maintains a high-degree of professional conduct at all times
・ Responsible for supervising a small team
The successful candidate will have excellent communication, interpersonal, problem solving, and analytical skills. The ability to learn in a dynamic and technical environment, to supervise a small team, and to prioritize work important. Bilingualism is mandatory.
CGI is the fourth largest independent information technology services firm in North America providing end-to-end IT services and business solutions to more than 3,000 clients worldwide. CGI provides a full range of IT services, including consulting, systems integration and the management of business and IT functions.
This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for this position start on the date of hire and include minimum 3 weeks vacation, potential 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
PC experience.
Customer service experience.
Working knowledge of Windows 2000/XP
Working knowledge of Microsoft Office
Working knowledge of Lotus Suite
Exposure to electronic mail (MS Outlook, Lotus notes)
Knowledge of computer hardware and peripherals
