Position Description:

CGI is looking for an SME (Service Desk, Incident/Problem/Knowledge Management). Be part of a great place to work organization!

Your future duties and responsibilities:

• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
• Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.
• Produce quality work and results.
• Ensure fast and accurate turnaround of work.
• Solve problems using agreed upon procedures.
• Develop a comprehensive understanding and mastery of all tools.
• To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
• Follow agreed escalation procedures.
• Assists Service Desk Specialist in processing non-complex work orders, service request as necessary support requirements assigned by the Service desk management team or Service Desk Manager

Required qualifications to be successful in this role:

- Bachelor's degree holder in any field
- At least 3 years relevant experience as an SME or Senior SDA in an IT Service Desk or Helpdesk environment
- At least having a background in one of these specializations: incident management, problem management, and knowledge management
- Knowledgeable in Microsoft OS, Active Directory, and Office 365
- Experience in SCCM and Azure AD is an advantage, but not required
- Excellent communication, tech savvy, and team player
- Amenable to work onsite both in Mckinley, Taguig and Ortigas, Pasig in a 24/7 shifting schedule including weekend and holidays (assured 2 days consecutive rest days)

Skills: Change ManagementIncident ManagementProblem Management 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.

Come join our team—one of the largest IT and business consulting services firms in the world.