Service Desk Technical Analyst

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

Position: Associate Systems Engineer

Experience: 1 yr

Category: IT Infrastructure

Main location: Bangalore

Position ID: J0226-2250

Employment Type: Full Time

Qualification: Bachelor’s degree in computer science or related field or higher with minimum 3 years of relevant experience.

Position Description

Service Desk Analyst – Night Shift (US Support) - ASE/SE (1to 2 years of international service desk experience)Location: Pune, IndiaShift: Night Shift (24x7 Operations) | 5 Days Working | 2 Days Weekly Off | WFOEmployment Type: Full-Time

Job Summary

Level 1 | 6months to 1 year | 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, applications or basic 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. Expected to work in a 24/7 environment on rotational shifts Comply with CGI and Client's IS/IT policies, code of conduct and quality standards Participate in the recruitment process for initial member screening 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 while handling customer contact Tolerance to stress, performance driven and continuously improving work experience required: Worked as Service Desk / Helpdesk support technician as Level 1 technicians within his/her team, handling calls in for an internatational / Global clent (preferred North Amercian/ European experience).

Behavioural Competencies:

Proven experience of delivering process efficiencies and improvements

Clear and fluent English (both verbal and written)

Ability to build and maintain efficient working relationships with remote teams

Demonstrate ability to take ownership of and accountability for relevant products and services

Ability to plan, prioritize and complete your own work, whilst remaining a team player

Willingness to engage with and work in other technologies

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Pleas

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

• Customer Service & Support

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.