Service Desk Engineer

Job description

Position Description Company Profile: Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com. Job Title: SD - RTAC Position: ASE/SE Experience: 2 years Category: Software Development/ Engineering Shift: 24\\*7 Rotational Shift (Mainly EST) – All 5 days work from office Main location: Bangalore Position ID: J0626-0616 Employment Type: Full Time Education Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 2 years of relevant experience. Must have : US and UK call handling skills and Technical Service Desk Experience is manadtory 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, prioritize, troubleshoot and resolve incidents and service requests reported by the Client via telephone, online chat, email or a Web portal. roles and responsibilities: - 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 and 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. - Comply with CGI and Client's IS/IT policies, code of conduct and quality standards - Participate in the recruitment process for initial member screening work experience required: - 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 - Tolerance to stress, performance driven and continuously improving education level: - Minimum BA/DEC/college degree preferred, or equivalent related experience General REQUIREMENTS: - Required to work during North American hours in a 24/7 environment - Flexible to work rotational shifts - Good soft skill - Quick learner mandatory technical requirements: (years of experience, skills, level of expertise) - Analytical skills - Procedural knowledge & technical tool knowledge - Flexibility/Adaptability, multitasking, Adapt to changes - Attention to Detail - Fundamental understanding on MS Office products, Printers, Network Drive, Remote access, VPN, Service Management Ticketing tools - Multitasking Behavioural 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, prioritize and complete your own work, whilst remaining a team player Willingness to engage with and work in other technologies. Life at CGI: It is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizonsCome join our team, one of the largest IT and business consulting services firms in the world. Your future duties and responsibilities **Required Qualifications To Be Successful In This Role** **Together, as owners, let’s turn meaningful insights into action.** Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your c