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IT Help Desk Analyst
CGI
About this role
IT Help Desk Analyst
Position Description
- Serve as the initial point of contact for all IT related inquiries via phone, email, chat, or ticketing system.
- Log, categorize, and prioritize incidents and service requests in the IT Service Management (ITSM) system.
- Troubleshoot and resolve Level 1 technical issues, including password resets, software/application support, printer connectivity, and basic hardware issues.
- Escalate incidents to Level 2/3 support teams when required, providing clear documentation and troubleshooting steps taken.
- Follow established procedures and scripts to guide users through problem solving processes.
- Maintain accurate and up to date ticket records, ensuring clear communication with users until resolution.
- Provide excellent customer service, ensuring users are informed about the progress and resolution of their issues.
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