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CGI Inc. is a Canadian multinational information technology consulting and software development company. Founded in 1976, CGI has grown to be one of the largest IT and business consulting firms in the world, with over 90,000 members worldwide.  CGI has a primary listing on the Toronto Stock Exchange and a secondary listing on the New York Stock Exchange. The company serves industries such as communications and media, insurance, banking, government, manufacturing, health and life sciences, retail and consumer, logistics, transportation, energy and utilities, and space

Service Desk Technical Analyst

Category: Infrastructure/Cloud

Main location: India, Tamil Nadu, Chennai

Position ID: J0125-1693

Employment Type: Full Time

Position Description:

Level 1 | Fresher | 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’s 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 work experience required: Worked as a Desk / Helpdesk support technician as Level 1 technicians within his/her team, handling calls in for an international/global client (preferred North American/European experience).

Skills:

• Customer Service & Support
• Help Desk/IT Services

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect, and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

FAQs

1. What qualifications are needed to become a service desk technical analyst?

A degree in computer science, information technology, or a related field is preferred. IT certifications like CompTIA A+ and ITIL are beneficial.

2. Is this role suitable for freshers?

Yes, many companies hire freshers for Level 1 support roles and provide on-the-job training.

3. What are the career growth opportunities?

Analysts can move into network administration, cybersecurity, system engineering, or cloud computing.

4. How stressful is this job?

It can be challenging due to high call volumes and technical troubleshooting, but strong time management and stress-relief strategies help.

5. What industries require service desk technical analysts?

• IT services
• Banking and finance
• Healthcare
• Retail and e-commerce
• Government organizations

Apply Link: Click Here