Position Description:

Location: One World Square, McKinley Hill, Taguig City Years of Experience: At least 1 year Service Desk Experience in proving End User Support

Job Description/ Position Description: The role of Senior Consultant Service Desk Analyst is responsible for providing first line technical support to end users using both German and English languages. You will act as the first point of contact for users seeking assistance over the phone, email, chat, portal, or other case tracking system professionally with speed, accuracy, and proficiency. The resource assigned is also expected to produce quality work aligned with the engagement's protocols and policies. The role may be shared across engagements with similar project and skills requirements.

• Resolving Level 1 technical issues: As first point of contact, you are expected to Address user inquiries received through phone calls, ticketing systems, and emails.

• Issue triage and Diagnosis: Receive, Prioritize and record incidents or requests. Gather information, analyse and investigate and perform trouble shooting. Candidate should be able to at first point of contact at least 30% of issues and be able to determine when to escalate to the correct group. Handling all Priority Incidents and Service Requests effectively and efficiently.

• Managing multiple client accounts: Providing support to a diverse range of clients simultaneously.

• Maintaining accurate records: Ensuring all tickets are updated with comprehensive logs and activity details, creating and upkeeping knowledge base articles.

• User Training and Education: Assist end users in utilizing IT systems, software applications, and hardware devices effectively by providing training, guidance, and self help resources to enhance their technical proficiency and productivity.

Job Role/ Your future duties and responsibilities: Job Role & Responsibilities:

• Incident Management:

• Service Request Management:

• Service Restoration Management:

Required Qualifications: Knowledge & Skills:

• Technical Proficiency: Proficient computer and technical skills. Able to perform tasks efficiently. Experience in providing both hardware and software support is a plus.

• Communication: Excellent written and verbal communication skills in English and Germany.

• Analytical & Problem Solving: Strong analytical and problem solving abilities.

• Process Mapping: Good process mapping skills.

• Customer Focus: Proactive, service minded, and customer oriented.

• Multitasking: Ability to multitask effectively.

• Interpersonal Skills: Excellent interpersonal skills, including empathy and verbal dexterity.

• Attention to Detail: Keen attention to detail.

• Knowledge Base: Ability to create and maintain knowledge base articles.

• Tools: have experience in provide remote desktop support, ITSM tools and telephony solutions.

Behavior:

• Customer Orientation: Provide courteous, professional, and responsive customer service to end users, demonstrating empathy, active listening, and effective communication skills to ensure a positive service experience and client satisfaction..

• Customer Responsiveness: Respond promptly to customer inquiries.

• High Impact Communication: Communicate effectively and concisely.

• Adaptability: Able to handle fast paced changes and work through challenges.

• Collaboration & Flexibility: We believe great ideas happen together, so our team comes together in the office regularly while maintaining flexibility for remote work.

Academic & Professional Qualifications:

• Education: Bachelor's degree in any field.

• Flexibility: Must be flexible with working schedules.

• Experience: At least 1 year of work experience as service desk agent processing of tickets from different channels, re assigning tickets to proper group. ITIL certification is an advantage.

Skills:

• Analytical Thinking

• Communication

• Detail-oriented

• German

• Service Desk

• Technical Analysis

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.