"CGI " Hiring: Service Desk Position @ Bangalore

Company        CGI Information Systems and Management Consultants

Website          www.cgi.com

Eligibility        B.E/B.Tech, B.Sc

Experience     0-2 Years

Location         Bangalore

CGI Information Systems and Management Consultants

Job Role: Service Desk Position

Job Summary :
• Respond to requests for technical assistance

• Research reported incidents using available information resources

• Appropriate use of available tools (remote takeover, knowledge base, ticketing tool, communication tools)

• Diagnose and resolve technical hardware and software issues

• Log all service desk contacts within the incident management tool

• Document all troubleshooting steps and resolution activities within the incident management tool

• Follow standard help desk procedures

• Assign non-resolved incidents or service requests to the appropriate support team

• Proper assignment of tickets (ticket coding and ‘assign to’ groups)

• Ticket Follow-Up: Daily monitoring and action of individual queues

• Identify and escalate incidents requiring urgent attention and action

• Stay current with system information, changes and updates

• Adherence to schedule / compliance for attendance

• Compliance for CGI IS/IT Policy and well as CGI Code of Ethics

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