Category:Information Technology
City:Bangalore, Karnataka, India
Position ID:J0716-1126
Employment Type:Full Time
Position Description:
Service Desk - Level 1 Technician (Analyst) Job Description The Level 1 Service Desk technician provides user support and customer service on Company-supported computer applications and platforms. The primary purpose is to diagnose, prioritize, troubleshoot and resolve incidents and service requests reported by the Client via telephone, online chat, email or a Web portal. Stream: IT Service Desk (Business to Business Technical Helpdesk) Role: Service Desk Technician Career Path Classification: Level 1 Type: Full time, rotational shifts, must be able and willing to work in any shift round the clock Location: Cyber Park, Electronic City, Bangalore Main Tasks and Responsibilities • Respond to requests for technical assistance by following prescribed procedures. • Research reported incidents using available information sources and tools. Diagnose, triage and resolve hardware, software and network-related incidents • Log all contacts and document all the activities and results accurately and completely within the incident management tool. • Assign unresolved tickets to the appropriate support team. • Proactively monitor, follow up and expedite the resolution of assigned and pending tickets. • Identify and escalate tickets requiring urgent attention and action. • Stay current with system information, changes and updates. • Adhere to work schedules, attendance and leave policies. • Comply with CGI and Client’s IS/IT policies, code of conduct and quality standards. Preferred competencies and experience • Excellent speaking and writing skills in English with a neutral accent, correct grammar and syntax • Knowledge of customer service principles and practices, ITIL and ITSM • Knowledge of IT applications, systems and networks • Experience in handling technical support for an international organization • Problem analysis and solving • Learning, adaptability and attention to detail • Ability to type • Tolerance to stress, performance driven and continuously improving .
What you can expect from us:
At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.
This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.
We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.
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.
This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.
We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.
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.
Skills:
- Communication (Oral/Written)
- Diagnostics & Resolution
- Problem Solving/DecisionMaking
- Service Restoration Mgmt - 1
- Telephony
Link to Apply:
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