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Helpdesk Analyst

Company: CGI Group, Inc.
Location: Princeton
Posted on: June 10, 2021

Job Description:

Helpdesk Analyst

Position Description
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 productivity;
• Assist with implementing processes and methodologies for helpdesk ticket resolution handling/routing. Evaluate and determine need for ticket escalation and escalation points for ticket resolution/issues.
• Build knowledge of current system functionality, changes and updates to provide Tier 1 support, and ensure consistent ticket resolution.
• Responsible for assisting in the development of a customer care philosophy that meets client expectations and ensures customer satisfaction;
• Provide concise and accurate written and verbal communication on ticket status and resolution. Document resolution in ticket tracking tool.
• 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 procedures
• Build and extend project relationships, both internally and externally, for the purpose of ticket escalation and resolution.
• 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 requirements.
• 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 helpdesk capacity.
• 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 software troubleshooting
• Experience with various help desk tools and industry measures
• Experience in working with a functional help desk
• Excellent analytical; Written and verbal communication skills.
• Eagerness to learn; flexible; positive attitude

Skill Set/Years of Experience/Proficiency Level

Helpdesk Ticket Managing tool
1-3 Years

Lead Client Interaction and Communication
1-3 Years

Software Testing
1-3 Years


Skill Set/Years of Experience/Proficiency Level

Business Process Management Software
1-3 Years

Tableau or other visualization Software
1-3 Years

IT Industry
1-3 Years

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 collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at .

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 . 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 returned.

We make it easy to translate military experience and skills! Click 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.


  • Help Desk/IT Services

Keywords: CGI Group, Inc., Trenton , Helpdesk Analyst, Other , Princeton, New Jersey

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