The Global Service Desk Agent is the first point of contact for employees seeking technical assistance and support. This role is critical in ensuring a smooth and productive work environment by providing prompt, efficient, and high-quality support to end-users across various locations and time zones.
Responsibilities

• Provide first-line technical support to end-users via phone, email, and chat.
• Troubleshoot and resolve common technical issues related to:
• Hardware: Computers, laptops, peripherals (printers, scanners, etc.)
• Software: Operating systems (Windows, macOS), applications, email, video conferencing
• Network: Connectivity issues, VPN access, remote access
• Mobile Devices: Smartphones, tablets
• Document all incidents and resolutions in the ticketing system (ServiceNow).
• Escalate complex issues to higher-level support teams (e.g., network engineers, system administrators) when necessary.
• Proactively identify and resolve recurring issues.
• Maintain a high level of customer satisfaction by providing excellent communication and service.
• Participate in knowledge base updates and training sessions to enhance technical skills.
• Stay current with the latest technologies and industry best practices.
• Adhere to service level objectives (SLOs) and key performance indicators (KPIs).
• Perform other duties as assigned.

Qualifications & Skills

• Education: High School Diploma or equivalent; Associate's or Bachelor's degree in Information Technology or a related field preferred.
• Experience: 1-2 years of experience in a technical support role (service desk, customer service) preferred.

Technical Skills:

• Strong understanding of Windows and macOS operating systems.
• Proficiency in common office applications (Microsoft Office Suite, Google Workspace).
• Experience with standard Service Desk tools (Remote desktop, SCCM).
• Basic networking knowledge (TCP/IP, DNS, DHCP).
• Familiarity with the ticketing system (ServiceNow).

Soft Skills:

• Excellent communication and interpersonal skills (both written and verbal).
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Customer-oriented approach with a focus on providing exceptional service.
• Strong time-management and organizational skills.
• Ability to work under pressure and meet deadlines.
• Strong attention to detail and accuracy.

Other:

• Ability to work flexible hours, including some evenings and weekends, as needed.
• Fluency in [English and French] (both written and spoken); Spanish or German considered a plus.

Your future duties and responsibilities

Required qualifications to be successful in this role

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.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team—one of the largest IT and business consulting services firms in the world.