Service Desk -System Engineer - CGI

The Level 1 Service Desk technician provides user support and customer service on company-supported computer applications and platforms. The primary purpose is to diagnose, troubleshoot and resolve incidents or service requests reported by the Client (via call, email or through a web portal).

Main Job Tasks and Responsibilities

• Respond to requests for technical assistance

• Research reported incidents using available information resources

• Appropriate use of available tools (remote takeover, knowledge base, ticketing tool, communication tools)

• Diagnose and resolve technical hardware and software issues

• Log all service desk contacts within the incident management tool

• Document all troubleshooting steps and resolution activities within the incident management tool

• Follow standard help desk procedures

• Assign non-resolved incidents or service requests to the appropriate support team

• Proper assignment of tickets (ticket coding and ‘assign to’ groups)

• Ticket Follow-Up: Daily monitoring and action of individual queues

• Identify and escalate incidents requiring urgent attention and action

• Stay current with system information, changes and updates

• Adherence to schedule / compliance for attendance

• Compliance for CGI IS/IT Policy and well as CGI Code of Ethics


• Degree or Equivalent

• Knowledge of customer service principles and practices

• Knowledge of relevant computer applications; working knowledge of fundamental operations of relevant software, hardware and other equipment

• Ability to type

Key Competencies

• Oral and written communication skills

• Windows and MS office troubleshooting skills

• Blackberry support

• ITIL knowledge

• Ticketing tool- Remedy or any other ticketing system

• Ready to work in 24X7 shift

• Problem analysis and problem-solving

Desired Profile Please refer to the Job description above
Experience 3 - 5 Years
Industry Type IT Software, Software Services
Role Associate/Senior. Associate -(Technical)
Functional Area ITES/BPO/KPO, Customer Service, Ops.
Education UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization, Post Graduation Not Required
Compensation: Best in the Industry
Location Bengaluru/Bangalore
Keywords Service Desk, Help Desk,Technical Support