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: Service Desk Engineer
Position: Systems Engineer/Senior Systems Engineer
Experience: 3+ yrs
Category: IT Infrastructure
Main location: Bangalore
Position ID: J0726-0026
Employment Type: Full Time
Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
Job Description:
We are looking for a proactive and customer-focused Service Desk Engineer with 2+ years of experience in IT Service Desk operations. The ideal candidate will serve as the first point of contact for end-user IT support, providing timely resolution for hardware, software, and network-related issues. The role requires strong troubleshooting skills, excellent communication, and the ability to work in a 24/7 support environment while delivering a high level of customer satisfaction.
Key Responsibilities
- Serve as the first point of contact for all IT-related incidents and service requests via calls, emails, and ticketing tools.
- Provide first-level technical support for hardware, software, operating systems, and network-related issues.
- Diagnose, troubleshoot, and resolve end-user issues within defined SLAs, escalating complex issues when required.
- Install, configure, and support Microsoft Windows, Office 365, and other business applications.
- Log, track, update, and close incidents and service requests using the organization's ITSM tool.
- Follow ITIL best practices for Incident, Problem, and Change Management processes.
- Perform user account administration, password resets, and access management activities (preferred).
- Maintain accurate documentation of issues, resolutions, and knowledge base articles.
- Ensure excellent customer service by communicating effectively with end users and providing regular updates.
- Participate in rotational shifts and provide 24/7 support as per business requirements.
Required Skills :
- Minimum 2 years of experience in an IT Service Desk or Help Desk support role.
- Hands-on experience with Microsoft Windows Operating Systems.
- Good knowledge of Microsoft Office 365 and common business applications.
- Basic understanding of networking concepts and troubleshooting.
- Familiarity with ITIL processes, including Incident, Problem, and Change Management.
- Strong troubleshooting and analytical problem-solving skills.
- Excellent verbal and written communication skills.
- Strong customer service orientation with the ability to handle user calls professionally.
- Experience using ITSM/ticketing tools such as ServiceNow, Remedy, or Jira (preferred).
- User Access Management experience is an added advantage.
- Willingness to work in a 24x7 rotational shift environment and handle inbound support calls.
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
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