CGI Inc Looking for Associate Systems Engineer – Service Desk at Bengaluru, Karnataka

CGI Inc; Bengaluru; On-site; INR 3,00,000 - 7,00,000; Full time

Job summary

Join a dynamic team at a leading technology services firm where you will play a crucial role in supporting Level 1 technicians. This position offers the opportunity to provide technical training, coach team members, and ensure high-quality service delivery. You will engage in real-time support, validate ticket quality, and contribute to continuous improvement initiatives. With a focus on digital transformation, this role promises a rewarding career path in a collaborative environment. If you are passionate about technology and eager to make an impact, this is the perfect opportunity for you.

Qualifications

• Experience as a Level 1/2 technician in a Service Desk environment.
• Strong knowledge of ITIL principles and customer service practices.

Responsibilities

• Provide technical training and support to Level 1 technicians.
• Monitor ticket quality and assist in incident resolution.

Skills

ITIL v3/v4 framework

Technical coaching

Troubleshooting techniques

Customer service principles

Analytical skills

Windows

Office 365

Active Directory

ServiceNow

Communication skills

Education

ITIL v3/v4 Foundation Certification

MS – CIT Certification

Tools

ServiceNow

Avaya

Cisco IVR

Job description

Position Description:

Level 1 | 0-2 YRS

Provision of technical training / refresh training to technicians.

Respond to questions ‘live’ as required when engaged by Level 1 technicians.

Provision of ongoing technical coaching of members.

Support the technician’s PCs, applications and tools used to support their respective Client(s) / Assist Team Leaders in evaluation of ticket quality as part of monthly coaching initiative.

Validates ticket quality (as required / when required) prior to assignment to other support teams.

Follow-up of tickets, incidents and/or emails pertaining to the ‘senior’ team.

Reviews and updates (as required) KB documentation.

Participates in review of documentation specific to process & procedures.

Maintains team inventory list on a monthly basis.

Participates in the integration of various internal or client projects in order to minimize potential impacts to the quality of service provided to our client(s).

Contribute towards SLA attainment by logging in to take calls as required during staffing or SLA challenges.

Experience as a Level 1 /2 technician within the Service Desk environment.

Knowledge of customer service principles and practices.

Knowledge of relevant computer applications; working knowledge of fundamental operations of relevant software, hardware and other equipment.

Related experience in technical coaching, training and documentation.

Work Experience Required:

The Level 2 Service Desk support technician (“Senior”) provides support to the Level 1 technicians within his/her team, serving as a reference to the members when they have questions or require assistance to support their Client. The senior may also be engaged to diagnose, troubleshoot and resolve incidents or service requests reported by the Client.

Identify, troubleshoot and resolve IT support issues based on defined troubleshooting scripts and best practices. Execute these activities per defined KPI’s.

• Strong Queue management, Real time queue monitoring skills.
• Take care of Shift operations and act as SME in Mentoring, Monitoring & Analysis to drive Quality of service by the team in real-time and Priority Incident management skills.
• Drive team SLA, MIM Coordinator, escalation mgmt. and provide RCA and skill development.
• Analytical skills in reporting the volume drivers, shift handover and collaboration mindset.
• Strong practitioner of the ITIL v3/V4 framework and certified in Intermediate/expert level.
• 4-6 yrs in Experience in IT Service desk from the global organisations of repute.
• Proven track record in achieving KPIs and driving team SLAs.
• Excellent communication skills and customer BAU focus.
• Ability to build and maintain efficient working relationships in a team-based environment.
• Strong troubleshooting techniques and analytical thinking.
• Meticulous attention to detail.
• Excellent end-user services skills (strong business focus and ‘can do’ attitude).
• Experience of Windows, Office 365, Active Directory, SCCM, SharePoint 2010, Citrix, Messaging & Remote connectivity, AD, Applications, hardware skills sets.
• Experience of working to and exceeding targets.
• Experience of IS work management systems (ideally ServiceNow), Good reporting knowledge on ITSM Tools and Avaya, Cisco IVR knowledge.
• Good timekeeping and Multi-Tasking skills.

Desirable:

• ITIL v3/v4 Foundation Certification (mandatory).
• MS – CIT Certification of Similar.
• Experience of working within a multi-cultural environment.
• Experience of working in a fast moving and changing large enterprise IT environment.
• Experience of iPhone, iPad, Mac, Blackberry, Android, Messaging, Remote Connectivity, AD etc.
• Behavioural Competencies.
• Proven experience of delivering process efficiencies and improvements.
• Clear and fluent English (both verbal and written).
• Ability to build and maintain efficient working relationships with remote teams.
• Demonstrate ability to take ownership of and accountability for relevant products and services.
• Ability to plan, prioritise and complete your own work, whilst remaining a team player.
• Willingness to engage with and work in other technologies.

Skills:
English
French

What you can expect from us:
Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com.

No unsolicited agency referrals please.

CGI is an equal opportunity employer.