Service Desk Technician L1
Location
Bangalore | India
Job description
Service Desk Technician L1
Position Description
Acts as the first point of contact to receive, investigate and respond to a broad range of requests for support from various channels such as phone, chat, email and online portal.
Responds to users by providing information to enable fulfilment or resolution.
Diagnoses and allocates unresolved tickets as appropriate and follows up with assignees to expedite closure.
Maintains records in the service management system, informs users and relevant stakeholders of actions taken.
Troubleshoots technical incidents of IT applications, platforms, systems and devices, to minimize business impact.
Create and update knowledgebase articles.
Responsible for continuous learning and skill-development to maintain the necessary technical competency.
Adhere to agreed performance standards and service levels.
Actively participate in operational meetings, process and quality improvements, innovation and transformation activities.
Prerequisites:
At least two years' experience as a frontline Service Desk technician.
Knowledge of desktop operating systems, Microsoft 365, Active Directory services, computer networks, virtual interfaces and business applications.
Desired:
Certification from Microsoft, Google, AWS or CompTIA.
Work Environment: 24X7 operation, late night work, All FIVE DAYS WORK FROM OFFICE AT ELECTRONIC CITY
Location: Bangalore/Chennai, work from office.
Your future duties and responsibilities
Required qualifications to be successful in this role
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.
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