ASE/ Service desk analyst

Respond to requests for technical assistance by following prescribed procedures.
Research reported incidents using available information sources and tools. Diagnose, triage and resolve hardware, software, applications or basic network-related incidents
Log all contacts and document all the activities and results accurately and completely within the incident management tool.
Assign unresolved tickets to the appropriate support team.
Proactively monitor, follow up and expedite the resolution of assigned and pending tickets.
Identify and escalate tickets requiring urgent attention and action.
Stay current with system information, changes and updates.
Adhere to work schedules, attendance and leave policies. Expected to work in a 24/7 environment on rotational shifts
Comply with CGI and Client s IS/IT policies, code of conduct and quality standards. Participate in the recruitment process for initial member screening
Excellent speaking and writing skills in English with a neutral accent, correct grammar and syntax
Knowledge of customer service principles and practices, ITIL and ITSM
Knowledge of IT applications, systems and networks
Experience in handling technical support for an international organization
Problem analysis and solving
Learning, adaptability and attention to detail
Ability to type while handling customer contact
Tolerance to stress, performance driven and continuously improving
work experience required:
Worked as Service Desk / Helpdesk support technician as Level 1 technicians within his/her team, handling calls in for an Internataional / Global client (preferred North Amercian/ European experience).

Skills:

• Customer Service Support
• English