Customer Service Support Analyst, CGI

Category: Service Desk / End User Services
City: Halifax, Nova Scotia, Canada
Position ID :J0518-0336
Employment Type: Full Time
Closing Date: August 31, 2018

Position Description:
This is an exciting time for CGI, and we want you to be part of it.

We are Canada’s largest independent information technology services firm and we’re still growing! We’re expanding in Atlantic Canada and we need your skills, enthusiasm, and dedication as part of our team.

The CGI Service Desk (CSD) is responsible for providing inbound customer service support, via telephone, email and the web, to SCU clients using CGI’s suite of banking solutions. A team of analysts process queries from member financial institutions ranging from simple “how do I” questions through complex reporting challenges and including technical/networking issues. The CSD is responsible for the SCU’s compliance and adherence to contractual client service SLA’s.

CGI Services to Credit Unions is currently seeking a dynamic candidate for our Service Desk in Halifax to provide in-depth support to credit unions and other financial institutions for CGI’s financial application systems offerings. Key roles in the delivery of this service have been identified in one of the service centre areas, as detailed below.

Your future duties and responsibilities:
The analyst will be responsible for handling inbound telephone calls and emails from member financial institutions relating to the functionality and performance of the banking systems CGI provides. Calls may be resolved on first contact, but may also require extensive investigation and follow up by the analyst prior to final resolution. The analyst is expected to manage the query from initial contact to final resolution.

Required qualifications to be successful in this role:

Required Level of Education:
The successful applicant should have university or college degree, preferably in finance or business administration. A combination of education and experience can be substituted for a degree.

Must have skills:
Computer literacy is a requirement, as is knowledge of computer systems, such as Windows, MS Office

Nice to have skills:
• Prior experience in an inbound position with a contact centre
• Prior banking experience, preferably in the Credit Union field
• Retail sales/service experience
• Some technical skills that could be employed in the resolution of technology-related issues

Soft Skills:
Must be a creative, self-starter with excellent interpersonal skills as well as strong oral and written communication skills. The candidate must have the ability to effectively solve problems and operate in a cross functional team-oriented environment. Must possess strong analytical skills for investigating and resolving complex issues.


  • Credit Unions
  • Telephony
  • Banking
  • Diagnostics & Resolution
  • Incident Management
  • RTAC (Remote Desktop)
  • Service Request Management

What you can expect from us:
Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at

No unsolicited agency referrals please.

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. If interested in this position, please log on to, careers, career search and enter the Position ID number above.