Company: CGI Group, Inc.
Posted on: June 10, 2021
CGI is seeking a Helpdesk Analyst to manage service desk according
to ITIL best practices and defined project Standard Operating
Procedures (SOP), including incident/request tracking, knowledge
management, and ticket escalation. The resource will support a
multi-year client engagement with a large state permitting and
enforcement agency starting with business process and requirements
definition through system customization and implementation.
Your future duties and responsibilities
Adhere to and maintain formal helpdesk procedures for quality and
• Assist with implementing processes and methodologies for helpdesk
ticket resolution handling/routing. Evaluate and determine need for
ticket escalation and escalation points for ticket
• Build knowledge of current system functionality, changes and
updates to provide Tier 1 support, and ensure consistent ticket
• Responsible for assisting in the development of a customer care
philosophy that meets client expectations and ensures customer
• Provide concise and accurate written and verbal communication on
ticket status and resolution. Document resolution in ticket
• Maintain metrics to measure and determine operational readiness
of the help desk, analyze help desk performance through statistical
methods. Maintain status reports detailing Help Desk performance
and effectiveness measurements as required.
• Maintain Helpdesk user-training manuals, policies and
• Build and extend project relationships, both internally and
externally, for the purpose of ticket escalation and
• Assist with ongoing maintenance of a Helpdesk tracking tool for
the purposes of tracking issues/tickets.
• Setup the helpdesk tracking tool according to project SOP and
• Be able to work onsite at client site between 9-5.
Required qualifications to be successful in this role
• Bachelors Degree in related field or commensurate experience in
• Familiarity with ITIL v3 best practices.
• Excellent written and verbal (phone) client facing skills
• 1-3 years of Service Delivery or Help Desk experience
• 1-3 years of technical experience with network, hardware, and
• Experience with various help desk tools and industry measures
• Experience in working with a functional help desk
• Excellent analytical; Written and verbal communication
• Eagerness to learn; flexible; positive attitude
Skill Set/Years of Experience/Proficiency Level
Helpdesk Ticket Managing tool
Lead Client Interaction and Communication
DESIRED QUALIFICATIONS/NON-ESSENTIAL SKILLS REQUIRED
Skill Set/Years of Experience/Proficiency Level
Business Process Management Software
Tableau or other visualization Software
Minimum Education Required: Bachelors Degree
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
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, ethnicity, ancestry, color, sex,
religion, creed, age, national origin, citizenship status,
disability, pregnancy, 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 provides reasonable accommodations to qualified individuals
with disabilities. If you need an accommodation to apply for a job
in the U.S., please email the CGI U.S. Employment Compliance
mailbox at US_Employment_Compliance@cgi.com . You will need to
reference the requisition number of the position in which you are
interested. Your message will be routed to the appropriate
recruiter who will assist you. Please note, this email
address is only to be used for those individuals who need an
accommodation to apply for a job. Emails for any other reason or
those that do not include a requisition number will not be
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here to be directed to our site that is dedicated to veterans and
transitioning service members.
All CGI offers of employment in the U.S. are contingent upon the
ability to successfully complete a background investigation.
Background investigation components can vary dependent upon
specific assignment and/or level of US government security
clearance held. CGI will consider for employment qualified
applicants with arrests and conviction records in accordance with
all local regulations and ordinances.
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.
Keywords: CGI Group, Inc., Trenton , Helpdesk Analyst, Other , Princeton, New Jersey
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