Help Desk Operator Position Description We are seeking a proactive and adaptable Help Desk Operator to join our busy team responsible for the UK facilities operations, focusing on the administration of the card access system and helpdesk support functions.
This role involves supporting the team's Computer-Aided Facilities Management (CAFM) systems, managing facilities queries, and ensuring the efficient operation of all facility services.
CGI has been recognized in the Sunday Times Best Places to Work List 2024 and named one of the 'World's Best Employers' by Forbes magazine.
We offer a competitive salary, excellent pension, private healthcare, and a share scheme (3.5% + 3.5% matching), which makes you a partner, not just an employee.
We are committed to fostering an inclusive environment and building a diverse community of tech talent.
We encourage everyone to pursue a career in our sector, including those from the Armed Forces, and we are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant.
When you join us, you'll be part of a friendly, open community of experts.
We will provide you with the training and support needed to take your career to new heights.
Due to the secure nature of the project - All applicants must hold or be prepared to undergo National Security Vetting (NSV) Security Check (SC) level .
This position is Hybrid.
You can work from our Bridgend or Reading office location and required to be on site 3 days a week.
Your future duties and responsibilities • Provide comprehensive support within the facilities helpdesk, addressing queries, logging tickets, and ensuring timely resolution.
• Administer the card access system, handling requests and managing permissions in compliance with security protocols.
• Collaborate with the team to maintain and update CAFM systems, assisting with data input, reporting, and other system requirements.
• Support general facilities operations, including coordinating site services and troubleshooting issues as needed.
• Ensure that customer inquiries and service requests are addressed with a high degree of customer focus.
• Assist the Switchboard supervisor in managing team resources to guarantee full mailbox coverage, including timely responses and follow-ups.
• Actively contribute to team initiatives aimed at enhancing service quality and operational efficiency.
• Collaborate with other operators to ensure service level agreements (SLAs) are met and proactively address any potential gaps in service.
• Report health and safety issues to your line manager.• Provide comprehensive support within the facilities helpdesk, addressing queries, logging tickets, and ensuring timely resolution.
• Administer the card access system, handling requests and managing permissions in compliance with security protocols.
• Collaborate with the team to maintain and update CAFM systems, assisting with data input, reporting, and other system requirements.
• Support general facilities operations, including coordinating site services and troubleshooting issues as needed.
• Ensure that customer inquiries and service requests are addressed with a high degree of customer focus.
• Assist the Switchboard supervisor in managing team resources to guarantee full mailbox coverage, including timely responses and follow-ups.
• Actively contribute to team initiatives aimed at enhancing service quality and operational efficiency.
• Collaborate with other operators to ensure service level agreements (SLAs) are met and proactively address any potential gaps in service.
• Report health and safety issues to your line manager.
Required qualifications to be successful in this role • Previous helpdesk experience.
• Good Excel skills.
• Experience of working in environments involving high levels of customer care.
• Adaptable and keen to learn new skills.
• Strong verbal and written communication skills, with a customer-focused approach.
• Ability to assess issues quickly and provide effective solutions.
Desirable Skills: • Experience in telecommunications environment.
• Experience in service delivery environment.
• Experience in a similar role.
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.