Location
Chennai | India
Job description
Position Description
Company Profile:
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
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 Engineer
Position: Systems Engineer
Experience: 1 to 3 yrs
Category: IT Infrastructure
Main location: Chennai
Position ID: J0124-1709
Employment Type: Full Time
Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
Job Description:
- Respond to requests for technical assistance by following prescribed procedures.
- Research reported incidents using available information sources and tools. Diagnose, triage and resolve hardware, software, applications or basic network-related incidents
- Log all contacts and document all the activities and results accurately and completely within the incident management tool.
- Assign unresolved tickets to the appropriate support team
- Proactively monitor, follow up and expedite the resolution of assigned and pending tickets.
- Identify and escalate tickets requiring urgent attention and action.
- Stay current with system information, changes and updates.
- Adhere to work schedules, attendance and leave policies. Expected to work in a 24/7 environment on rotational shifts
- Comply with CGI and Client's IS/IT policies, code of conduct and quality standards Participate in the recruitment process for initial member screening
- Excellent speaking and writing skills in English with a neutral accent, correct grammar and syntax
- Knowledge of customer service principles and practices, ITIL and ITSM
- Knowledge of IT applications, systems and networks
- Experience in handling technical support for an international organization
- Problem analysis and solving
- Learning, adaptability and attention to detail
- Ability to type while handling customer contact
- Tolerance to stress, performance driven and continuously improving
Mandatory Skills :
1 to 2 years experience in an international call center
Excellent communication skills
Prior experience troubleshooting computer issues
Willingness to work in shifts
Proficient in MS office
Prior experience using Service now or Remedy is an added advantage
Exposure to Incident and Service request management
Behavioral Competencies :
- Proven experience of delivering process efficiencies and improvements
- Clear and fluent English (both verbal and written)
- Ability to build and maintain efficient working relationships with remote teams
- Demonstrate ability to take ownership of and accountability for relevant products and services
- Ability to plan, priorities and complete your own work, whilst remaining a team player
- Willingness to engage with and work in other technologies
Note: This job description is a general outline of the responsibilities and qualifications typically associated with the Virtualization Specialist role. Actual duties and qualifications may vary based on the specific needs of the organization.
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.
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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