Service Desk Technical Analyst

Job Title:

Service Desk / Helpdesk Support Technician – Level 1

Work Location:

Bangalore (24/7 Rotational Shifts)

Experience Required:

3+ Years (International / Global Client Support preferred – North American or European experience)

Job Description:

We are looking for a Service Desk / Helpdesk Support Technician (Level 1) to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The ideal candidate should have prior experience handling calls or tickets for global clients, excellent communication skills, and a strong understanding of IT support principles.

Roles and Responsibilities:

• Respond to requests for technical assistance following prescribed procedures.
• Diagnose, triage, and resolve hardware, software, application, or basic network-related issues.
• Log all interactions, troubleshooting steps, and resolutions accurately within the incident management tool.
• Assign unresolved tickets to the appropriate support team while ensuring timely follow-up.
• Proactively monitor, follow up, and expedite the resolution of open or pending tickets.
• Identify and escalate high-priority issues requiring immediate attention.
• Research reported incidents using available tools and information sources.
• Stay current with system updates, policies, and changes.
• Adhere to work schedules, attendance, and leave policies.
• Participate in recruitment activities, such as initial candidate screenings (as required).
• Ensure compliance with CGI and client IS/IT policies, code of conduct, and quality standards.

Required Skills and Competencies:

• Excellent verbal and written communication skills in English (neutral accent).
• Strong customer service orientation with problem-solving abilities.
• Knowledge of ITIL and ITSM concepts.
• Hands-on experience with incident management tools and ticketing systems.
• Basic understanding of IT systems, applications, and networks.
• Ability to multitask, type efficiently, and handle customer interactions simultaneously.
• High attention to detail, adaptability, and learning mindset.
• Resilience under pressure with a performance-driven approach.

Preferred Qualifications:

• Experience supporting international/global clients (North America/Europe).
• Exposure to 24x7 support environments and rotational shift models.
• Familiarity with remote desktop tools, Active Directory, and Microsoft Office suite.
• ITIL Foundation certification (preferred but not mandatory).