Job Description
Service Desk Technician
Job Title: Service Desk Analyst
Position: Systems Engineer
Experience: 2 Years to 7 Years
Category: Software Development/ Engineering
Main location: Bangalore
Employment Type: Full Time
Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
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, 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. ITIL foundation certified.
At least one year experience leading teams in an offshore technical service desk function.
Experience working with multinational and multilingual teams across several time zones.
Must-Have Skills:
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
Good-to-Have Skills:
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 international / Global client (preferred North American/ European experience)( Night shift is mandatory for next 6 months)
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.
Insights you can act on
While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1+76, and it has brought us to where we are today—one of the world’s largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Ready to become part of our success story? Join CGI—where your ideas and actions make a difference.
Your future duties and responsibilities
Required qualifications to be successful in this role
Job Title: Service Desk Analyst
Position: Systems Engineer
Experience: 2 Years to 7 Years
Category: Software Development/ Engineering
Main location: Bangalore
Employment Type: Full Time
Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
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, 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. ITIL foundation certified.
At least one year experience leading teams in an offshore technical service desk function.
Experience working with multinational and multilingual teams across several time zones.
Must-Have Skills:
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
Good-to-Have Skills:
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 international / Global client (preferred North American/ European experience)( Night shift is mandatory for next 6 months)
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.
Insights you can act on
While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1+76, and it has brought us to where we are today—one of the world’s largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Ready to become part of our success story? Join CGI—where your ideas and actions make a difference.
Your future duties and responsibilities
Required qualifications to be successful in this role
💡 Quick Summary
Seeking a career-building opportunity? The Service Desk Technician L2 position is now open for candidates interested in the Technician Jobs sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Technician Jobs is a plus.