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).
• 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.
• Education and Experience.
• High school diploma, general education 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.
• Customer service orientation.
• Problem analysis and problem-solving.
• Learning skills, Adaptability, Attention to detail and accuracy.
• Stress tolerance.Desired Profile
Experience - 0 - 3 year
Must Have Skillset:
1. Excellent communication skills with neutral accent.
2. Must have extensive experience in taking calls preferably US / UK / Canada / Australia.
3. Must have experience handling IT service desk tickets (Preferabbly Telecom Industry) and exposure to Microsoft applications Eg:(Outlook, IE etc.,)
4. Must have extensive experience handling queries with regards to Windows Operating Systems (2000, XP, 2010 etc)
5. Must have experience handling issues related to
6. Experience in Blackberry application and Lotus notes is a add on
7. ITIL knowledge is also a add on for this request.
8. Must be willing to work in 24/7 Night shift.
Skills
• Communication (Oral/Written) – Excellent Rating with Neutral Accent
• Help Desk/IT Services – 1-3 year(s)
• ITIL- 1-3 year(s).
* Communication (Oral / Written).
* Help Desk/IT Services.
* ITIL.
Location : Bengaluru/Bangalore
Experience : 0 - 3 Years
Education : UG - Any Graduate
PG - Any PG Course
Company Profile:
At CGI, we’re committed to the fundamentals that help all of our stakeholders win and grow. Our 31,000 professionals in 125 offices worldwide provide end-to-end IT and business process services that facilitate the ongoing evolution of our clients’ businesses. This commitment and know-how has helped CGI reach an important milestone. In 2011, we entered our 35th year of business. CGI is committed to helping our clients achieve their business goals; to providing our professionals with rewarding careers; and to offering shareholders superior returns over time. To all those with whom we have had the privilege of working, thank you.
CLICK HERE TO APPLY:
• 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.
• Education and Experience.
• High school diploma, general education 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.
• Customer service orientation.
• Problem analysis and problem-solving.
• Learning skills, Adaptability, Attention to detail and accuracy.
• Stress tolerance.Desired Profile
Experience - 0 - 3 year
Must Have Skillset:
1. Excellent communication skills with neutral accent.
2. Must have extensive experience in taking calls preferably US / UK / Canada / Australia.
3. Must have experience handling IT service desk tickets (Preferabbly Telecom Industry) and exposure to Microsoft applications Eg:(Outlook, IE etc.,)
4. Must have extensive experience handling queries with regards to Windows Operating Systems (2000, XP, 2010 etc)
5. Must have experience handling issues related to
6. Experience in Blackberry application and Lotus notes is a add on
7. ITIL knowledge is also a add on for this request.
8. Must be willing to work in 24/7 Night shift.
Skills
• Communication (Oral/Written) – Excellent Rating with Neutral Accent
• Help Desk/IT Services – 1-3 year(s)
• ITIL- 1-3 year(s).
* Communication (Oral / Written).
* Help Desk/IT Services.
* ITIL.
Location : Bengaluru/Bangalore
Experience : 0 - 3 Years
Education : UG - Any Graduate
PG - Any PG Course
Company Profile:
At CGI, we’re committed to the fundamentals that help all of our stakeholders win and grow. Our 31,000 professionals in 125 offices worldwide provide end-to-end IT and business process services that facilitate the ongoing evolution of our clients’ businesses. This commitment and know-how has helped CGI reach an important milestone. In 2011, we entered our 35th year of business. CGI is committed to helping our clients achieve their business goals; to providing our professionals with rewarding careers; and to offering shareholders superior returns over time. To all those with whom we have had the privilege of working, thank you.
CLICK HERE TO APPLY:
