Associate Systems Engineer – Service Desk
Company: CGI | Location: Chennai | Exp: 0 Years
The Level 1 Service Desk technician provides user support and customer service on Company-supported computer applications and platforms. The primary purpose is to diagnose, prioritize, troubleshoot and resolve incidents and service requests reported by the Client via telephone, online chat, email or a Web portal.
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 and 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.
Comply with CGI and Client’s IS/IT policies, code of conduct and quality standards.
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
Tolerance to stress, performance driven and continuously improving.
Chennai, Tamil Nadu, India
Position ID: J0220-0060