SE - Remote Desktop Support Analyst
About the position As a DSG Analyst member would be responsible to ensure the qualitative remote resolution of incidents and also work proactively in reducing the number of incidents. Further responsibilities include but are not limited to: Work as a second line remote desktop support for in-house and external clients Accept incoming tickets within the response SLA Diagnose and provide proper technical resolution to operating system, software and application related issues Follow standard call resolution procedures within DSG Technically escalate the tickets which requires further investigation to the third line support teams Work effectively to update the knowledge base with known errors/workarounds. Closely monitor the recurrence of incidents and raise problem tickets as necessary Update the tickets promptly on a regular basis Identify and escalate situations requiring urgent attention Windows OS Issues and Troubleshooting OS Installation Issues and Troubleshooting Bit-Locker Issues Windows Update Issues Domain Issues Checkpoint/SAG VPN Issues Drivers Update/Issues Network Issue Troubleshooting (WIFI/LAN) Anti-Virus Issues Application Issues Troubleshooting MS Office Issues (Outlook, Word, Excel etc.) SCCM Client Issues MS Teams Issues CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs. Life at CGI: It 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 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.
Responsibilities
- Work as a second line remote desktop support for in-house and external clients
- Accept incoming tickets within the response SLA
- Diagnose and provide proper technical resolution to operating system, software and application related issues
- Follow standard call resolution procedures within DSG
- Technically escalate the tickets which requires further investigation to the third line support teams
- Work effectively to update the knowledge base with known errors/workarounds.
- Closely monitor the recurrence of incidents and raise problem tickets as necessary
- Update the tickets promptly on a regular basis
- Identify and escalate situations requiring urgent attention
- Windows OS Issues and Troubleshooting
- OS Installation Issues and Troubleshooting
- Bit-Locker Issues
- Windows Update Issues
- Domain Issues
- Checkpoint/SAG VPN Issues
- Drivers Update/Issues
- Network Issue Troubleshooting (WIFI/LAN)
- Anti-Virus Issues
- Application Issues Troubleshooting
- MS Office Issues (Outlook, Word, Excel etc.)
- SCCM Client Issues
- MS Teams Issues
Requirements
- Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
- Call/Contact handling
- Imaging
- Intune
- Windows
- Windows Mobile Devices