Service Desk Technician Tier 1

2 months ago

Bengaluru Karnataka, India CGI Full time

Handle service requests, install/uninstall approved software and configurations.
- Initiate service orders to technicians on site.
- 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.
- Record and inform users of progress in the service management system.
- Create and update knowledgebase articles.
- Contribute proactively on shift-left 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:
2-4 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.

Work Environment: 24X7 operation, late night work.

Location: Bangalore/Chennai, work from office.
**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.

**Your future duties and responsibilities**

**Required qualifications to be successful in this role

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