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Service Desk Technician L1

3 months ago

Bengaluru, Karnataka, India CGI Full time
Position Description

Job Title:
Service Desk Technitian

Position:
Systems Engineer

Experience: 2-4

Category:
Software Development/ Engineering

Main location:
India, Karnataka, Bangalore

Position ID:

J

Employment Type:

Full Time:

Qualification:
Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.

Responsibilities:

  • Handle service requests, install/uninstall approved software and configurations.
  • Initiate service orders to technicians on site.

Must-Have Skills:

  • Actively work to develop production environment and service delivery
  • Understand and implement changes in customers' production environments according to agreed change processes.
  • Use remote control tools and knowledge management tools to achieve first contact resolution.

Good-to-Have Skills:

  • Record and inform users of progress in the service management system.
  • Create and update knowledgebase articles.
  • Contribute proactively on shiftleft opportunities.
  • Adhere to the agreed standards and service levels.
  • Actively participate in operational meetings, process and quality improvements, internal and customer collaboration activities to innovate and deliver exceptional user experiences.

Prerequisites:
At least two years' experience as a frontline Service Desk specialist.

Desired:
Experience working with multinational and multilingual teams across several time zones.

SDI or HDI certification.

Technical experience in omnichannel cloud contact center as a service.

Certification from Microsoft, Google, AWS or CompTIA.

Experience in Retail troubleshooting.

Work Environment: 24X7 operation, Late night shifts with rotational week offs

Location:
Bangalore, work from office 5 days a week

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 1976, 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