Service Desk L3

3 weeks ago

Bengaluru Karnataka, India CGI Full time

JOB REQUIREMENTS
- Help Desk or PC related work experience, good knowledge on excel.
- Experience in Windows System, Retail, of the shelf Retail Applications, PoS based
- Successfully met all Level-3 EPOS Technician performance accountability objectives.
- Proven expertise and efficiency in support of Radiant and VeriFone POS systems.
- Strong understanding of store systems and operations environments.
- In-depth knowledge of Help Desk Functions, process and procedures and quality of service measurement.
- Excellent process flow modeling and documentation skills.
- Knowledge of problem tracking and other Help Desk tools.
- Good analytical and problem resolution skills, verbal and written communication skills, organizational and time management skills, customer service and interpersonal skills, and customer focus.

KEY RESPONSIBILITIES
- Handling Crisis management and situational leadership
- Be accountable for all deliverables of the functional team
- Strong leadership skills on client meetings and calls
- Understanding of the incident, problem & change management process
- Awareness of SLAs, KPIs and KRAs
- Knowledge on PM
- Coach, lead and manage the members of the functional team
- Receives and resolves dispatched problem tickets from Level-3 EPOS Technicians.
- Provides assistance/coaching to Level-2 EPOS Technicians when needed.
- Provides timely support to onsite technicians at store locations.
- Analyzes and attempts to resolve issues without further escalation.
- Properly updates the corresponding problem ticket and either escalates the ticket further, or updates the resolution information and resolving Tasks/Incidents within targeted SLAs.
- Performs root-cause analysis using detailed analysis of reported, persistent problems, and work closely with Retail Systems in order to proactively eliminate problems before they occur.
- Works with Retail Systems and other departments as directed, to support related projects and activities.
- Works with the Training Lead to identify, create, and test new knowledge resources with the intent to improve first call resolution at the EPOS Support level.
- Work as a second line remote desktop support for in-house and external clients
- Accept incoming tickets within the response SLA
- Technically escalate the tickets which requires further investigation to the third line support teams
- Work effectively to update the knowledge base with known errors/workarounds.
- Closely monitor the recurrence of incidents and raise problem tickets as necessary
- Update the tickets promptly on a regular basis
- Identify and escalate situations requiring urgent attention

Prerequisites:
ITIL foundation certified.

Work Environment: 24X7 operation, late night work.

Location: Bangalore

**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

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