Service Desk Technician

CGI; Montreal; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading IT consulting firm in Montreal seeks a Technical Service Desk professional to provide quality support for IT-related issues. Candidates must have at least one year of customer service experience, strong knowledge of Windows O/S systems, and be bilingual in English and French. This role focuses on delivering exceptional client support and collaborating with various support teams. Join us to grow your career in a dynamic IT environment.

Benefits

Opportunities for training and mentoring

Career development and advancement

Inclusive workplace culture

Qualifications

• At least one year of customer service experience.
• Solid understanding of Windows O/S systems 7, 8 & 10.
• Proficiency in MS Word, Excel, Outlook, and PowerPoint.
• Bilingual (English & French) both verbal and written.
• Attention to details / precision.
• Strong analytical skills.
• Keyboarding skills.
• Familiarity with MAC support.

Responsibilities

• Provide quality customer support for IT-related issues.
• Perform diagnostics and troubleshooting for incidents.
• Log & categorize contacts within an incident management tool.
• Collaborate with second/third level support teams as needed.
• Monitor personal ticket queue daily and take appropriate action.

Skills

Customer Service & Support

Help Desk/IT Services

English

French

Education

Post-secondary education in technical/PC support or equivalent work experience

Job description

Position Description

Would you like to be part of an IT organization offering greater opportunity and challenge? We have a position for you within our Technical Service Desk! Join the CGI Service Desk and get your career on the fast track. As a leading-edge Global IT company, we are seeking talented professionals with all levels of information technology skills and expertise in order to support our Clients worldwide.

Based on our industry-specific focus, we can offer you a work environment where you will be challenged and will grow and develop your career in a meaningful way. We will help you reach your full potential by providing learning materials & training, mentoring & coaching, as well as ongoing recognition and feedback… plus opportunities to advance! You will work in an agile environment that adapts quickly to meet client requirements.

Your future duties and responsibilities

• Provide quality customer support for all incoming contacts (via call, chat, email or web ticket) for IT-related issues or requests.
• Perform diagnostics, troubleshooting and resolution activities for incidents or requests being reported, based on knowledge articles for incident or request processing & fulfillment.
• Appropriate use of all tools available for resolution activities (remote take-over, knowledge base, ticketing systems, communication).
• Log & categorize all contacts within an incident management (ticketing system) tool.
• Assign contacts that cannot be resolved on the first contact to 2nd/3rd level support teams as per the knowledge base.
• Collaborate with 2nd/3rd level teams as required.
• Ticket Follow-Up: monitor personal ticket queue daily and take appropriate action.
• Identify and eskalate urgent / priority incidents as required.
• Develop knowledge and keep up to date on new processes or procedures.

Required qualifications to be successful in this role

• At least one year of customer service experience.
• Solid understanding of Windows O/S systems 7, 8 & 10.
• Proficiency in MS Word, Excel, Outlook, and PowerPoint.
• Bilingual (English & French) both verbal and written.
• Focus on customer service/client satisfaction.
• Attention to details / precision.
• Strong analytical skills.
• Keyboarding skills.
• Familiarity with MAC support.

EDUCATION / TRAINING / WORK EXPERIENCE

• Post-secondary education in technical / pc support or equivalent work experience.
• A solid focus on Technical support & Customer Service / Understanding of providing quality client support while propelling the customer experience.
• Understanding of networks.
• Knowledge of technical troubleshooting techniques (for PCs & OS, network, mobile devices).
• Knowledge of MAC / Apple application support.

PROFESSIONAL ATTRIBUTES

• Dynamic team player.
• Strong Communication skills (verbal & written).
• Results-oriented / self-motivated to succeed & evolve skills (continuous improvement).
• Ability to work within a team setting while demonstrating self-sufficiency and independence.
• Availability to work shifts and adhere to schedule (good time-management / good organizational skills).

Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.

Skills

• English
• French
• Customer Service & Support
• Help Desk/IT Services

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.

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.