CGI
Location
Bangalore | India
Job description
Role : Service Desk Technician L2Work Environment : 24X7 operation, late night work. Location : Bangalore, work from office. Position Description : - 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. - 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 :- At least five 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. (ref:hirist.tech)
Job tags
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