Service Desk Analyst (Dutch)

Category: Service Desk / End User Services
Main location: Philippines, Taguig
Position ID: J0622-2638
Employment Type: Full Time

Position Description:

Job Description:

Education requirements
• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor's/College Degree in any field

Job Role and responsibilities

• Handles first line incidents, including triage and troubleshooting, resolution where possible and assignment or escalation of tickets to 2nd/3rd line support teams.
• Supports Service Request Management and Service Restoration Management Level 1
• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills.
• Receive and respond to user inquiries and requests via phone, chat, portal and email.
• Ensure fast and accurate turnaround of work.
• Solve problems using agreed upon procedures.
• Develop a comprehensive understanding and mastery of all Service Desk tools .
• Remain updated on products, policy, procedure and other important operational issues.
• Perform other duties as assigned
• Provide support in Dutch and/or English
• Assist in Dutch translation

Knowledge and skills

• Good written and verbal communication skills in the English and Dutch language
• Good computer and IT technical skills
• Solid analytical and problem solving skills
• Good process mapping ability
• Proactive, service-minded, and able to multi-task
• Good interpersonal skills

• Willing to work in shifts
• Able to work well in a high pressure environment
• Flexible and able to adapt to changes quickly and think conceptually


  • Dutch
  • Communication (Oral/Written)
  • Detail-oriented

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees "members" because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.