Service Desk analyst - #941701


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


  • English
  • Incident Management
  • ITIL
  • Service Request Management

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