Support Analyst, 1st Line Support, Service Desk Analyst,

Service Desk Technical Analyst

Position Description

Job Title: Service Desk Technical Analyst

Experience: 1–3 YearsDepartment: Information TechnologyEmployment Type: Full-Time

Job Location: Bengaluru Cyber Park / Chennai DLF

Job Summary

We are looking for a skilled and customer-oriented Service Desk Technical Analyst with 1–3 years of IT support experience to provide technical assistance and operational support to end users. The role involves troubleshooting hardware, software, OS, network issues, ensuring prompt resolution, and delivering a high standard of IT service in line with defined SLAs.

Key Responsibilities

• Act as the first point of contact for IT incidents and service requests via phone, email, and ticketing systems.
• Diagnose, troubleshoot, and resolve technical issues related to desktops, laptops, mobile devices, printers, peripherals, etc.
• Provide support / troubleshoot for Windows / mac OS operating systems and standard enterprise applications.
• Support Microsoft services including Outlook, Teams, OneDrive, and SharePoint.
• Record, track, and update tickets in ITSM tools, ensuring accurate documentation
• Escalate complex or unresolved issues to Tier 2/3 teams following escalation procedures.
• Maintain and contribute to knowledge base articles and technical documentation
• Adhere to ITIL processes, security policies, and compliance requirements.

Required Skills & Qualifications

• Excellent verbal and written communication skills.
• 1–3 years of experience in a Service Desk, Help Desk, or Technical Support role.
• Basic understanding of ITIL framework.
• Strong understanding of basic Windows OS.
• Familiarity with ITSM/ticketing tools (ServiceNow, Jira, Remedy, Freshservice, or similar)
• Basic knowledge of networking concepts and troubleshooting
• Strong analytical and problem-solving abilities
• Ability to manage multiple tasks.

Preferred Qualifications

• ITIL Foundation certification
• Bachelor's degree

Working Conditions

• 24X7 shifts.
• Work from Office five days per week.

Career Development

This role provides opportunities to advance into Tier 2 Technical Support, Service Management, Service Delivery Management, Systems Administration, Network Engineering, or Cybersecurity roles based on performance and skill development.

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.

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