CGI Technologies and Solutions, Inc. Customer Support Representative (Help Desk) - EUS in San Antonio, Texas

Customer Support Representative (Help Desk) - EUS

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Category:Service Desk / End User Services

City:San Antonio, Texas, United States

Position ID:J0717-0264

Employment Type:Full Time

Position Description:

The Customer Support Representative is responsible for direct support of users contacting the Service Desk for assistance with either Service Requests or Incidents as defined in the Incident Management Process and in accordance with the Service Desk Procedures.

Your future duties and responsibilities:

• Receive calls and emails from end users and create incident tickets, logging all pertinent information.

• Provides initial assessment of categorization and prioritization for reported incidents and

service requests and provides initial support, targeting a higher level of first contact resolution

• Ensures Incidents are properly escalated and assigned to appropriate support groups

• Provides communication to end users concerning the status of incidents, service requests, and changes

• Compiles data through Incident entry that will be used for management information and reporting

• Maintains ownership of Incidents, ensuring status update and resolution according to SLAs

• Provide input to Service Desk Management regarding Continuous Improvement opportunities

• Attend and receive all required training

Required qualifications to be successful in this role:

• Strong analytical skills balanced with effective communication and excellent customer service skills

• Appropriate Technical Support experience and knowledge required for Level 1 Technical Support Representatives

• ITIL Foundation Level Training or knowledge, certification preferred.

What you can expect from us:

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.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

Skills:

  • Business Acumen

  • Communication (Oral/Written)

  • Detail-oriented

  • Multi-tasking

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In the US, CGI is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI is committed to the principles of equal employment opportunity and to compliance with US laws and regulations. Click here at http://documents.njoyn.com/homebase/cgi/AMSDocs/EEOPolicy-Signed2016.pdf to access our US EEO/Affirmative action policy.

Applicants have rights under Federal Employment Laws:

  1. EPPA at https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf

  2. FMLA at https://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf

  3. Consolidated EEO Is The Law at http://documents.njoyn.com/homebase/cgi/AMSDocs/EEO_Poster.pdf

If you need an accommodation in order to complete the application process, click here at http://documents.njoyn.com/homebase/cgi/AMSDocs/AccommodationNeeded.pdf .

We make it easy to translate military experience and skills! Click here at http://cgi-veterans.jobs/ to be directed to our site that is dedicated to veterans and transitioning service members.