April 2025
A combination of technical expertise, communication skills, and a customer-focused approach has been key to my success as a Service Desk Technical Analyst in our Global Technology Operations (GTO) business unit at CGI.
As a first point of contact for users, our team plays a crucial role in shaping their experience with CGI. We ensure technical issues are resolved efficiently, helping to minimise disruption for our clients. I take great satisfaction in delivering excellent customer service, troubleshooting complex issues and using my analytical skills to uncover root causes.
Beyond that, I appreciate the continuous opportunities to develop my technical knowledge and grow within the IT industry.
A role with variety and impact
One of the things I enjoy most about my job is the variety of tasks and challenges it brings. No two days are the same and the dynamic nature of the role keeps me engaged. There is also a strong sense of teamwork and support, both from my colleagues and from management, who value our feedback and are always looking for ways to improve our productivity and morale.
A typical day includes:
- Handling inbound contacts and monitoring the desk queue for tickets that need first-line support
- Taking ownership of logged tickets and following them through to resolution
- Providing coaching and training to team members
- Managing escalations and customer complaints to ensure issues are addressed effectively.
As a Deputy Team Manager, I also assist with the day-to-day running of the team, including:
- Organising offline time for team members to balance workload and desk management
- Requesting system access for new team members
- Liaising with resolver teams to speed up issue resolution
- Setting expectations for ticket quality and managing workload during peak periods.
What I enjoy most…
Problem-solving and troubleshooting
I thrive on diagnosing technical issues, identifying recurring problems and collaborating with teams to implement long-term solutions. By recognising patterns and trends in service requests, we can improve efficiency and prevent future issues.
Improving the way we work
I enjoy getting involved in projects that improve efficiency and service quality. Whether it’s updating the knowledge base, refining ticketing processes, or exploring how AI can enhance the service desk, there are always opportunities to contribute to meaningful improvements.
Career development and growth
CGI’s commitment to learning and professional development has been a key factor in my career progression. I’ve taken advantage of both internal and external training, including an ‘Aspiring Managers’ course and ITIL certification. Through CGI Academia, I have access to an extensive library of IT-related courses and materials, as well as practice labs that allow hands-on experience with technologies beyond my current role.
Looking Ahead…
Working in IT means constant evolution and CGI ensures we stay ahead of the curve. The support and learning opportunities, as well as the role, make this an exciting place to build a career. I look forward to continuing to develop my skills, explore emerging technologies and contribute to the future of IT service excellence at CGI.
If you’re looking for a role where you can learn, collaborate and make an impact, CGI provides the ideal environment to grow your career.
