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Form of work Position Description
At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve. At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.
This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please.
Job Title: Service Desk Technitian
Position: Systems Engineer
Experience: 2-4
Category: Software Development/ Engineering
Main location: India, Karnataka, Bangalore
Position ID: J0324-1917
Employment Type: Full Time:
Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
Responsibilities:
• Efficiently and accurately triage, troubleshoot and escalate if required technical incidents of IT applications, platforms, systems and devices, to minimize business impact.
• 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 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:
At least two years' experience as a frontline Service Desk specialist.
Hand-on experience in troubleshooting desktop operating systems, Microsoft 365, Active Directory services, computer networks, virtual interfaces and business applications.
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.
