CGI
Company CGI
Website www.cgi.com
Eligibility Any Degree
Experience Freshers
Location Bangalore
Job Role Service Desk
JOB SUMMARY:
Company Profile:
At CGI, we're committed to helping all of our stakeholders succeed. Following the August 2012 closing of the Logica transaction, CGI now offers greater presence, service capabilities and expertise for our clients across the Americas, Europe and Asia Pacific. Our 71,000 professionals in 40 countries provide end-to-end IT and business process services that facilitate the ongoing evolution of our clients' businesses. CGI is committed to helping our clients achieve their business goals; to providing our professionals with rewarding careers; and to offering shareholders superior returns over time. At CGI, we are in the business of delivering results.
Job Description:
1. The Level 1 / 2 Service Desk technician provides user support and customer service on company-supported computer applications and platforms.
2. Respond to requests for technical assistance, research reported incidents using available information resources
3. The primary role is to diagnose, troubleshoot and resolve incidents or service requests reported by the Client (via call, email, chat or through a web portal).
4. Appropriate use of available tools (remote takeover, knowledge base, ticketing tool, communication tools) / Diagnose and resolve technical hardware and software issues
5. Log all service desk contacts within the incident management tool
6. Document all troubleshooting steps and resolution activities within the incident management tool / Follow standard help desk procedures
7. Assign non-resolved incidents or service requests to the appropriate support team
8. Proper assignment of tickets (ticket coding and ?assign to' groups)
9. Ticket Follow-Up: Daily monitoring and action of individual queues
10. Identify and escalate incidents requiring urgent attention and action
11. Stay current with system information, changes and updates
12. Adherence to schedule / compliance for attendance
13. May be entrusted with additional tasks to handle complex, escalated tickets, data analysis, technical document reviews depending on their performance.
14. Compliance for CGI IS/IT Policy and well as CGI Code of Ethics
HAI SURYA CHALUMURI;
Company CGI
Website www.cgi.com
Eligibility Any Degree
Experience Freshers
Location Bangalore
Job Role Service Desk
JOB SUMMARY:
Company Profile:
At CGI, we're committed to helping all of our stakeholders succeed. Following the August 2012 closing of the Logica transaction, CGI now offers greater presence, service capabilities and expertise for our clients across the Americas, Europe and Asia Pacific. Our 71,000 professionals in 40 countries provide end-to-end IT and business process services that facilitate the ongoing evolution of our clients' businesses. CGI is committed to helping our clients achieve their business goals; to providing our professionals with rewarding careers; and to offering shareholders superior returns over time. At CGI, we are in the business of delivering results.
Job Description:
1. The Level 1 / 2 Service Desk technician provides user support and customer service on company-supported computer applications and platforms.
2. Respond to requests for technical assistance, research reported incidents using available information resources
3. The primary role is to diagnose, troubleshoot and resolve incidents or service requests reported by the Client (via call, email, chat or through a web portal).
4. Appropriate use of available tools (remote takeover, knowledge base, ticketing tool, communication tools) / Diagnose and resolve technical hardware and software issues
5. Log all service desk contacts within the incident management tool
6. Document all troubleshooting steps and resolution activities within the incident management tool / Follow standard help desk procedures
7. Assign non-resolved incidents or service requests to the appropriate support team
8. Proper assignment of tickets (ticket coding and ?assign to' groups)
9. Ticket Follow-Up: Daily monitoring and action of individual queues
10. Identify and escalate incidents requiring urgent attention and action
11. Stay current with system information, changes and updates
12. Adherence to schedule / compliance for attendance
13. May be entrusted with additional tasks to handle complex, escalated tickets, data analysis, technical document reviews depending on their performance.
14. Compliance for CGI IS/IT Policy and well as CGI Code of Ethics
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