Service Desk analyst - #941701

CGI


Date: 1 week ago
City: Chennai, Tamil Nadu
Contract type: Full time

Qualification: Bachelors degree in Computer Science or related field or higher with minimum 3 years of relevant experience.

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

Skills:

  • English
  • Incident Management
  • ITIL
  • Service Request Management

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a CV

Similar Jobs

VISA

Multiplier mudra, Chennai, Tamil Nadu
₹50,000 per year
14 hours ago
Job descriptionManaging, training, and providing overall guidance to the sales team of an assigned territory.Setting reasonable sales targets to be achieved by the sales team.Monitoring the performance of the sales team and motivating members to meet or exceed sales targets.Collecting customer feedback and providing updates to senior management.Traveling to potential and existing customers within an assigned sales area to present...

Embedded Software Engineer - IDC MACH

Hitachi Ltd., Chennai, Tamil Nadu
19 hours ago
DescriptionGraduate or Masters degree in engineering (Computer Science, Electronics & Communication, Electrical & Electronics)More than 5 years of proven experience in embedded software development, with exposure to the complete software development life cycleMust Have Very good understanding and hands-on development of embedded technologies - digital signal processing, real time operating systems and/or multi-core systems.Excellent programming capabilities in C, C++Solid knowledge...

Trainee

Vestas, Chennai, Tamil Nadu
1 day ago
Vestas is the world leader in wind technology and a driving -force in the development of the wind power industry. Vestas’ core business comprises the development, manufacture, sale, marketing and maintenance of Wind Turbines. Come and join us at Vestas! Service > Global Service Supply Chain > SSCBP Regional Buying and TDN This Department handles/support operational activities around spare parts...