2+ Service desk Jobs in Bangalore (Bengaluru) | Service desk Job openings in Bangalore (Bengaluru)

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).

We are looking for a passionate PMO Lead to be part of Enterprise PMO which responsible for the entire organization support function on compliance , adherence and Governance of Standards, Operations, Policies and Procedures. We are looking for very dynamic and energetic PMO Lead to drive the delivery governance and excellence  as per Business Objectives.  Looking of people with high level accountability and ownership to drive the things for very fast growing start-up services company in India.

The ideal candidate for this position will have at least 8
years of program management office (PMO)  with an ability to think tactically as well as strategically while leading cross functional teams in a matrixed environment. He is single point of contact for Delivery PMO and Process Governance. The primary goal of this candidate is to achieve benefits from standardizing and following project management policies, processes, and methods to be leveraged by multiple project owners. The candidate should have the ability to provide a decision support information for stakeholders (including executives) to make appropriate decisions. The candidate should also could underpin the project delivery mechanisms ensuring that all business change in an organization is managed in a controlled way.

Responsibilities:

• Transparency: providing information with a single source of the truth. Information should be relevant and accurate to support effective decision-making by stakeholders (including senior management).
• Reusability: stopping project teams from reinventing the wheel by being a central point for lessons learned templates and best practice.
• Delivery : making it easy for project teams to do their jobs by reducing bureaucracy, mentoring and process compliance. This includes the better coordination between two of delivery teams (One time Implementation and Managed Services) and other cross functional teams for SOP compliance and adherence.
• Governance: ensuring that communication to different stakeholders (including senior management) & decisions are taken by the right people , based on the right information presented. The governance role can also include audit or peer reviews, developing project and program structures, Standard Operating Procedures and ensuring accountability including of Information Security Management System as per ISO standards.
• Traceability: providing the function for managing documentation, project history and organizational knowledge.

• Create, Maintain and Own the PMO Delivery and Process Governance Metrics which includes Project Financials, Task and Ticket Metrics, Process KPI, Process Improvements, Delivery Governance and Excellence

Skills

• Gathering data about project progress and producing reports
• Developing standards and processes
• Encouraging (or enforcing where necessary) the use of those standards and processes
• Delivering training and mentoring Delivery and Process Governance PMO members and lead the team.
• Managing dependencies across multiple projects across delivery team

• MBA in Project/Operations/Systems/MIS or MCA Or equivalent
• 8-12 years’ experience in Service Desk/PMO environment, in a fast-paced though structured environment
• Strong Process and Agile Project Methodologies knowledge for managing multiple projects
• Superior verbal, written and interpersonal communication skills with both technical and non-technical audiences.
• Reporting on financial information such as Project Profitability, Claims and Invoicing
• Experience in working with agile lifecycle and/or tracking and process management tools, e.g. Zoho Projects & Desk or JIRA
• Identify and analyze opportunities and make tactical/strategic recommendations
• Hands on project management approach that includes a proven track record of project/program execution
• Need to have good understanding Competencies (AWS) and Industry specific foundations (ISMS, ISO 27001, GDPR) 
• Ability to quickly switch tasks, multi-task, be highly organized and detail oriented. 
• Ability to adapt communication style to effectively work with multiple levels within an organization 
• Experience preparing high visibility, executive level presentation materials