Off Campus Drive 2020 Job In Cgi In Bangalore

Position Description: 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

Your future duties 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

Required qualifications to be successful in this role:

• 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

Skills:

• Communication (Oral/Written)
• Customer Service & Support
• Problem Solving/DecisionMaking