Multilingual Service Desk Analyst

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Multilingual Service Desk Analyst

@ CGI

Your future duties and responsibilities:

• You will handle first line incidents, including triage and troubleshooting, give resolution where possible and assignment where required to 2nd/3rd line support teams and third parties
• Support Service Request Management and Service Restoration Management Level
• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
• You will receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.
• Work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
• Produce quality work and results.
• Ensure fast and accurate turnaround of work.
• You are able to solve problems using agreed upon procedures as well as proper escalation process.
• Develop a comprehensive understanding and mastery of all tools.
• Remain updated on products, policy, procedure and other important operational issues.
• Maintain quality standards in accordance with agreed metrics.
• You have to ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
• Submit necessary service delivery reports.
• Ensure feedback is given to staff manager if potential issues are detected and if process improvement measures can be implemented.
• Attend planned meetings.

Other responsibilities may include:

• You will be assisting the management with development of training plans for new and existing members and of quality assurance plans
• Work with new members to familiarize themselves with project specific processes for them to become operational within one month of hire date
• Provide coaching to members to address client-specific quality standards and expectations
• Contribute to the projects service delivery planning process as required
• Reporting in a way to make sure reports are made and delivered in a timely manner
• Make improvement recommendations on assigned processes
• You have to make sure that reporting tools, databases and processes are up to date and maintained
• Update team leaders and service delivery managers on process improvement or member development as agreed
• In accordance with your manager there can be related tasks or duties you have to work on apart from the mentioned tasks this role incorporates.

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Qualifications:

Required qualifications to be successful in this role:

• At least apprenticeship, Bachelor or Master’s degree (vocational academy, University of Applied Sciences or University) in any field
• Proficient in written and verbal communication in English as well as German.
• Proficient IT-skills and possible background in the IT - area
• You have solid analytical and problem-solving skills as well as keen attention to details
• Good process mapping ability.
• Previous back-end process administration experience.
• Previous customer service or contact center experience (optional)
• Willingness to work onsite in Taguig and Ortigas site.
• Ability to work well in a high-pressure environment
• You are flexible, adaptive, service-oriented, able to multitask and have empathy to communicate in a big company

Skills:

• English
• German

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How to Apply:

Apply online at https://www.cgi.com/en/careers 

Visit Site to Apply