Service Desk Technical Analyst

Job description

Position Description:

Company Profile:
Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.

Job Title: Service Desk Technical Analyst
Position: Systems Engineer
Experience: 3-5 years
Category: Software Development/ Engineering
Shift: Rotational Shift (24/7)
Main location: Bangalore
Position ID: J0625-1605
Employment Type: Full Time
Education Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.

Position Description: Respond to requests for technical assistance by following prescribed procedures on calls, Chats and Service Portal tickets.Research reported incidents using available information sources and tools. Diagnose, triage and resolve hardware, software, applications or basic network-related incidentsLog 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. Expected to work in a 24/7 environment on rotational shifts from OfficeExcellent speaking and writing skills in English with a neutral accent, correct grammar and syntaxKnowledge of customer service principles and practices, ITIL and ITSMKnowledge of IT applications, systems and networksExperience in handling technical support for an international organizationProblem analysis and solvingLearning, adaptability and attention to detailAbility to type while handling customer contactTolerance to stress, performance driven and continuously improvingWorked as Service Desk / Helpdesk support technician as Level 1 technician within his/her team, handling calls in for an international / Global client (preferred North American/ European experience).

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation. Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Life at CGI:
It 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

Skills:

·  CRM Capability Delivery
·  Customer QoS/SLA Management
·  Customer Service & Support
·  English

What you can expect from us:

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.