Service Desk Technician L1 for K Retail Support

Service Desk Technician L1 for K Retail Support

Position Description
Job Title: Service Desk Analyst
Shift Timing - Night Shift (US Support)
Location: Pune, IndiaShift: Night Shift (24x7 Operations)
WFO Employment- 5 Days
Type: Full Time

Job Summary:

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 
Excellent speaking and writing skills in English with a neutral accent, correct grammar and syntax
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
Have basic understanding of windows operating systems, MS Office, etc

Project Requirement

. Work from Office all five days of week
. Work in rotational night shifts and week offs
. Work from Pune location

Your future duties and responsibilities

Required qualifications to be successful in this role

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.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.