Help Desk Analyst

Help Desk Analyst

Position Description
A Help Desk Analyst investigates and troubleshoots software support problems and applies understanding of computer software and services to resolve problems of users.

This role requires an even temperament, diligence and tenacity to resolve issues, good communications, and capability to work as a team or individual, and the ability to close issues quickly and effectively. The proven ability to troubleshoot, track, document, and potentially escalate to the appropriate resource is required.

Clearly communicates technical solutions in a user-friendly, professional manner and provides one-on-one end-user training as needed. Works on special projects and performs other duties as required.

Your future duties and responsibilities

• Monitor the help desk request queue
• Enter/resolve tickets in our tracking systems
• Identify and escalate situations requiring urgent attention
• Ensure that tickets are resolved within SLA guidelines
• Track and route problems, requests, and document resolutions
• Stay current with system information, changes and updates
• Follow up with customers to ensure issue has been resolved
• Respond to queries either via email, chat communication, or over the phone
• Participate in a rotation to provide coverage for West Coast customers
• Execute production inventory updates for IMO needs.
• Coordinate with sellers to confirm order data.

Required qualifications to be successful in this role

• Customer Service oriented, positive attitude and good communicator on the phone and in emails.
• Fast learning skills and adaptability
• Problem analysis and problem solving
• Attention to detail with the ability to manage large amount of information intake
• Stress tolerance
• Associates degree or technical school desired, can be substituted with experience
• Minimum one year prior experience working in a Help Desk or Desktop environment
• Knowledge and experience of customer service practices
• Must be able to sit for prolonged periods of time in front of a computer.
• Must have flexibility to participate in a West Coast schedule rotation.
• Knowledge of Salesforce would be advantageous

Est. Salary Range (Colorado Only): $33,000-$49,000*

Est. Hourly Range (Colorado Only): $40-$47/hr*

• Disclaimer: In accordance with Colorado's Equal Pay for Equal Work Act, effective January 1, 2021, a good faith hourly or base salary range must be posted for all positions where the work may be performed in the state of Colorado. Therefore, this good faith salary range will only apply where this described position will be performed in the state, and should not be considered the compensation range in other locations or for other positions.

At CGI we call our professionals "members" to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI's benefits include:

• Competitive base salaries
• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category
• 401(k) Plan and Profit Participation for eligible members
• Generous holidays, vacation, and sick leave plans
• Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;
• Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more

#TexasDouble

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 www.cgi.com .

No unsolicited agency referrals please.