Description
Position Description:
The main responsibility of the Service Desk Analyst involves taking in Level 1 Calls and providing Level 1 Technical Support to user inquiries received either via call or email. The resource assigned You are expected to adhere to Quality Criteria in performing the tasks, including making sure that the tickets are updated with complete logs and activities. You will be supporting multiple Retail accounts.
This role is based in CGI Philippine Global Delivery Center (Taguig City, Philippines). This is a unique relocation opportunity for German (speaking) citizens.
Due to the internationality of the role, we appreciate your CV in English.
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.
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
What do we offer:
• Relocation package for international candidates (including flight and accommodation) on 1st
month
• Processing of visa and work permit
• Career development in a multinational company
• Modern working environment
• Cultural interaction
Successful candidates will enjoy these benefits when you join CGI:
• Share Purchase Plan (SPP) and Profit Participation Plan (PPP)
• Provident Fund and Leave entitlement
• HMO (extended) coverage (like German health insurance)
• Group life insurance
• Member Referral Program
• Special Meal Allowance
• Global Member Assistance Program (MAP)
• Health and Wellness Program
• Oxygen (Health & Well-Being Portal)
• Corporate Social Responsibility Program
*LI-OL1
Skills:
- English
- German
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.
Come join our team—one of the largest IT and business consulting services firms in the world.
