Multilingual Service Desk Analyst (German/English) with work location Philippines (m/f/d)

Multilingual Service Desk Analyst (German/English) with work location Philippines (m/f/d)

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The main responsibility of the Service Desk Analyst involves taking in Level 1 calls and providing Level 1 technical support to user inquiries received either via call or email. The resource assigned is expected to adhere to quality criteria in performing the tasks, including ensuring tickets are updated with complete logs and activities. You will be supporting multiple Retail accounts.

This role is based in CGI Philippine Global Delivery Center (Taguig City, Philippines). It is a unique relocation opportunity for German‑speaking citizens.

Due to the international nature of the role, we appreciate your CV in English.

Future Duties and Responsibilities

• Handle first‑line incidents, including triage and troubleshooting, and provide resolution where possible; assign to 2nd/3rd‑line support teams or third parties when required.
• Support Service Request Management and Service Restoration Management at Level 1.
• Resolve issues using excellent customer service skills, problem‑solving abilities, technical reasoning, and sound judgment to ensure customer satisfaction.
• Receive and respond to user inquiries and requests via telephone, email, and case tracking system professionally, with speed, accuracy, and proficiency.
• Work in partnership with local management, colleagues, and clients at all levels to ensure requests are resolved to customer satisfaction.
• Produce quality work and results, ensuring fast and accurate turnaround.
• Solve problems using agreed procedures and proper escalation processes.
• Develop a comprehensive understanding and mastery of all tools; remain updated on products, policies, procedures, and other operational issues.
• Maintain quality standards in accordance with agreed metrics, correcting quality deficiencies in a timely manner.
• Submit necessary service delivery reports and provide feedback to staff manager on potential issues and improvement measures.
• Attend planned meetings.

Other Responsibilities

• Assist management with development of training plans for new and existing members and quality assurance plans.
• Work with new members to familiarize them with project‑specific processes so they become operational within one month of hire date.
• Provide coaching to members to address client‑specific quality standards and expectations.
• Contribute to the project’s service delivery planning process as required.
• Report in a timely manner, making improvement recommendations on assigned processes.
• Ensure reporting tools, databases, and processes are up to date and maintained.
• Update team leaders and service delivery managers on process improvement or member development as agreed.
• Perform related tasks or duties as directed by manager, apart from the tasks mentioned above.

Required Qualifications

• At least an apprenticeship, Bachelor’s, or Master’s degree (vocational academy, university of Applied Sciences, or university) in any field.
• Proficient in written and verbal communication in English and German.
• Proficient IT skills and a possible background in the IT area.
• Solid analytical and problem‑solving skills with keen attention to detail.
• Good process‑mapping ability.
• Previous back‑end process administration experience.
• Previous customer service or contact center experience (optional).
• Willingness to work onsite in Taguig and Ortigas sites.
• Ability to work well in a high‑pressure environment.
• Flexibility, adaptability, service orientation, multitasking ability, and empathy for communication in a large company.

What We Offer

• Relocation package for international candidates (including flight and accommodation) on the 1st month.
• Processing of visa and work permit.
• Career development in a multinational company.
• Modern working environment.
• Cultural interaction.

Benefits for Successful Candidates

• Share Purchase Plan (SPP) and Profit Participation Plan (PPP).
• Provident Fund and Leave entitlement.
• HMO (extended) coverage (like German health insurance).
• Group life insurance.
• Member Referral Program.
• Special Meal Allowance.
• Global Member Assistance Program (MAP).
• Health and Wellness Program.
• Oxygen (Health & Well‑Being Portal).
• Corporate Social Responsibility Program.

About Life at CGI

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. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions, build relationships with teammates and clients, and access 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.