IT Service Desk Agent for SD Nordics

Job description

Job Description

IT Service Desk Agent for SD Nordics

Position Description
We're looking for an IT Service Desk Agent, to join our Global Technology Operations sector based in Sintra.

You'll integrate our Nearshore Nordic Service Desk team and will provide Level 1 IT support for CGI client’s end users, within IT scope (e.g. standard PC equipment and peripherals, printers, networking, software, business applications, remote accesses).

Your future duties and responsibilities
- Support to users as required via phone, e-mail and chat creating tickets in ITSM tool;
- Troubleshoot and document the cases;
- Provide first call resolution whenever possible;
- Process and route incidents and requests accurately;
- Provide timely customer follow-up and documenting progress of assigned incidents;
- Meet team goals and expectations measured by metrics;
- Follow documented processes;
- Updates Knowledge Articles (Knowledge Base).

Required qualifications to be successful in this role
- Customer service experience required;
- Proficient in written and verbal communication in English (mandatory);
- Proficient in written and verbal communication in one of the Nordic languages (preferable);
- Proficient computer and technical skills;
- Ability to work well in a high pressure environment - comply with agreed SLA's.

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com.

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Skills

·  Danish
·  English
·  Estonian
·  Finnish
·  Swedish

Reference

655106