Associate Systems Engineer_Service Desk
Groupe CGI inc.
Bangalore, Inde
10d ago

Position Description :

First level support analyst representing the most common entry point into the organization. Performs routine activities related to Hardware, Operating System or Business Applications .

Focuses on learning and acquiring work skills / knowledge in the Applications Development field.

Your future duties and responsibilities :

  • Be readily available to answer the phone to our customers in a professional and efficient manner. The support will be via Chat / email or even to handle web tickets.
  • Providing a positive image of the company through your role as the first point of contact with customers
  • Identify and escalate tickets requiring urgent attention and action.

  • Log calls via the appropriate call logging system and provide a high level of technical fix. For example :
  • o Change Passwords and unlock accounts for internal and external customers where possible

    o To provide first line printer support for the server infrastructure

  • Complete courtesy call backs to the customer where required
  • Add value to your team environment by being enthusiastic and maintaining a positive attitude
  • To achieve all team and personal performance goals as defined by the company
  • Ensure calls returned to Service Desk are reassigned without delay
  • Monitor related calls if required
  • Monitor open’ incident calls
  • Adhere to ISO9001 and ISO27001 procedures
  • Ensure that your individual training record is kept up to date
  • Actively employ, share and contribute to the company's knowledge base. Deliverables
  • Achievement of all targets including first time fix
  • Record comprehensive details of all Service Desk calls
  • Perform Customer Call backs on a daily basis in accordance with the requirement of specific contracts
  • Perform monitoring of open calls in accordance with the requirement of specific contracts
  • The role will involve to work any rotational tasks in team and be open to work in 24 / 7 environment (this mean possible working on weekends and shifts)

    Required qualifications to be successful in this role :

    Primary skill : Service Desk

    Secondary skill : ITIL

  • Graduates with MUST have experience of at least 2 to 3 years in Service Desk
  • Excellent verbal and written communication skills
  • Process orient, self-motivated , ownership of work
  • Technical Support background is essential
  • Skills :

  • Communication (Oral / Written)
  • Customer Service & Support
  • Problem Solving / DecisionMaking
  • Multi-tasking
  • What you can expect from us :

    Build your career with us.

    It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

    At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership.

    All of our professionals benefit from the value we collectively create.

    Be part of building one of the largest independent technology and business services firms in the world.

    No unsolicited agency referrals please.

    CGI is an equal opportunity employer.

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