Service Desk Technician L1

Job description

Position Description:

1. Technical Support (L1/L1.5)

. Serve as the first point of contact for IT support requests from retail store employees.
. Troubleshoot and resolve issues related to: POS systems Barcode scanners Cash drawers Payment terminals (EDC machines) Printers & label printers Handheld devices (HHT/RDT) Store desktops, laptops, and tablets
. Provide remote assistance via phone, remote tools, chat, or ticketing systems.

2. Incident 

. Log and document all incidents and service requests in the ITSM tool (ServiceNow).
. Categorize, prioritize, and assign tickets as per SLA guidelines.
. Achieve high first-call resolution (FCR) by following knowledge base guides.
. Escalate unresolved issues to L2/L3 teams with complete troubleshooting notes.

3. Retail System Support

. Support store applications including POS software, inventory systems, CRM tools, and workforce management tools.
. Assist in price update failures, inventory sync issues, and store opening/closing process support.
. Monitor real-time POS connectivity and store uptime issues.

4. Network & Connectivity Troubleshooting

. Basic troubleshooting for: Store Wi-Fi Router/modem issues Switch and LAN connectivity VPN issues for store systems
. Coordinate with network teams for escalations.

5. Hardware Setup & Maintenance
(Depending on organization policies)

. Assist with installation, replacement, or configuration of POS hardware.
. Perform basic diagnostics for faulty devices and coordinate with vendors for repair/replacement.

6. Customer Service & Communication

. Provide clear, friendly, and professional communication with store staff.
. Guide users step-by-step to resolve issues.
. Set expectations for resolution times and keep users updated.

7. Documentation & Reporting

. Maintain detailed ticket notes and troubleshooting steps.
. Update knowledge base articles and SOPs for recurring issues.
. Submit daily/weekly operational reports if required.

8. Compliance & Store Operations Support

. Follow ITIL best practices for Incident, Request, and Problem Management.
. Ensure adherence to security, data privacy, and retail compliance policies.
. Support critical retail periods (weekends, holidays, sale events).

Required Skills & Qualifications
Technical Skills

. Basic knowledge of Windows OS, retail applications, and POS systems.
. Familiarity with hardware peripherals (printers, scanners, payment devices).
. Understanding of network basics (LAN/WAN, IP, DNS, DHCP).
. Experience using ticketing systems (ServiceNow, Remedy, etc.).

Soft Skills

. Strong communication and customer service skills.
. Ability to work under pressure during peak retail hours.
. Good problem-solving and analytical thinking.
. Team player and quick learner

Project Requirement

. Work from Office all five days of week
. Work in rotational night shifts and week offs
. Work from Electronic City location in Bangalore

Skills:

·  English
·  Service Request Management

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.