As a Service Desk Associate / IT Helpdesk at our organization, your role will involve providing Level-1 IT support to end users, troubleshooting technical issues, and ensuring seamless IT operations. You will be the first point of contact for all IT-related queries and will need to provide L1 troubleshooting for hardware, software, network, email, VPN, and application issues. Additionally, you will be responsible for tasks such as performing password resets, account unlocks, user access support, incident logging, resolution documentation, and maintaining knowledge base updates. Your communication skills, problem-solving abilities, and willingness to work in a fast-paced, customer-centric environment will be key to success in this role.

**Key Responsibilities:**

• Act as the first point of contact for all IT-related queries via phone, email, chat, or ticketing tools.
• Provide L1 troubleshooting for hardware, software, network, email, VPN, and application issues.
• Perform password resets, account unlocks, and user access support.
• Log and track incidents in the ticketing system and ensure timely closure as per SLA.
• Escalate unresolved issues to L2/L3 teams.
• Document resolutions and maintain knowledge base updates.
• Deliver excellent customer service and communicate solutions clearly.

**Qualifications Required:**

• Good understanding of computer fundamentals, operating systems, networking basics, and MS Office.
• Basic knowledge of Windows troubleshooting, system configuration, and common IT tools.
• Strong communication skills (verbal & written).
• Good problem-solving and analytical abilities.
• Ability to work in a fast-paced, customer-centric environment.
• Willingness to work in 24/7 rotational shifts.

As an immediate joiner with a background in B.Sc. Computer Science / BCA / BTech, you will have the opportunity for training and certification in ITIL, MS365, and ServiceNow basics. Additionally, you can benefit from health insurance, corporate perks, and growth opportunities within our IT Support & Infrastructure teams. If you meet the eligibility criteria of being a 2023, 2024, or 2025 pass out with a minimum of 60% academic score throughout and no active backlogs, and possess a strong academic performance and willingness to learn, we invite you to join our team at CGI and embark on a fulfilling career journey. As a Service Desk Associate / IT Helpdesk at our organization, your role will involve providing Level-1 IT support to end users, troubleshooting technical issues, and ensuring seamless IT operations. You will be the first point of contact for all IT-related queries and will need to provide L1 troubleshooting for hardware, software, network, email, VPN, and application issues. Additionally, you will be responsible for tasks such as performing password resets, account unlocks, user access support, incident logging, resolution documentation, and maintaining knowledge base updates. Your communication skills, problem-solving abilities, and willingness to work in a fast-paced, customer-centric environment will be key to success in this role.

**Key Responsibilities:**

• Act as the first point of contact for all IT-related queries via phone, email, chat, or ticketing tools.
• Provide L1 troubleshooting for hardware, software, network, email, VPN, and application issues.
• Perform password resets, account unlocks, and user access support.
• Log and track incidents in the ticketing system and ensure timely closure as per SLA.
• Escalate unresolved issues to L2/L3 teams.
• Document resolutions and maintain knowledge base updates.
• Deliver excellent customer service and communicate solutions clearly.

**Qualifications Required:**

• Good understanding of computer fundamentals, operating systems, networking basics, and MS Office.
• Basic knowledge of Windows troubleshooting, system configuration, and common IT tools.
• Strong communication skills (verbal & written).
• Good problem-solving and analytical abilities.
• Ability to work in a fast-paced, customer-centric environment.
• Willingness to work in 24/7 rotational shifts.

As an immediate joiner with a background in B.Sc. Computer Science / BCA / BTech, you will have the opportunity for training and certification in ITIL, MS365, and ServiceNow basics. Additionally, you can benefit from health insurance, corporate perks, and growth opportunities within our IT Support & Infrastructure teams. If you meet the eligibility criteria of being a 2023, 2024, or 2025 pass out with a minimum of 60% academic score throughout and no active backlogs, and possess a strong academic performance and willingness to learn, we invite you to join our team at CGI and embark on a fulfilling career journey.