SE - Remote Desktop Support Analyst
CGI · Chennai, Tamil Nadu, India
- On site
- Full-time
- $70,000 / year
- Chennai, Tamil Nadu, India
Job highlights
- Provide second-line remote desktop support.
- Resolve OS, software, and application issues.
- Manage tickets within SLA.
- Update knowledge base and escalate issues.
- Troubleshoot diverse technical problems.
About the role
Job Title: Remote Desktop Support Analyst
CGI is a global leader in IT and business consulting services, renowned for its comprehensive capabilities and client-focused approach. With a strong emphasis on digital transformation and innovation, CGI empowers organizations worldwide to achieve accelerated results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.
Position Overview
We are seeking a motivated Remote Desktop Support Analyst to join our IT Infrastructure team. In this role, you will be responsible for the qualitative remote resolution of incidents and proactive identification of solutions to minimize future occurrences. You will serve as a critical point of contact for our clients, ensuring timely and effective technical support.
Key Responsibilities
- Serve as a second-line remote desktop support specialist for in-house and external clients.
- Accept and respond to incoming tickets within defined Service Level Agreements (SLAs).
- Diagnose and resolve technical issues related to operating systems, software, and applications.
- Adhere to standard call resolution procedures within the Desktop Services Group (DSG).
- Technically escalate complex issues to third-line support teams when necessary.
- Update the knowledge base with known errors and workarounds.
- Monitor incident recurrence and initiate problem tickets to address root causes.
- Promptly and accurately update ticket status and details.
- Identify and escalate urgent situations requiring immediate attention.
- Troubleshoot and resolve issues related to Windows OS, OS installation, Bit-Locker, Windows Updates, Domain, VPN (Checkpoint/SAG), Drivers, Network (WIFI/LAN), Anti-Virus, MS Office Suite (Outlook, Word, Excel), SCCM Client, and MS Teams.
Required Qualifications
- Bachelor's degree in Computer Science or a related field, or equivalent practical experience.
- Minimum of 3 years of relevant experience in desktop support or IT infrastructure.
- Strong understanding of Windows operating systems and common software applications.
- Proficiency in diagnosing and resolving network and connectivity issues.
- Excellent communication and problem-solving skills.
Life at CGI
CGI fosters a culture of ownership, teamwork, respect, and belonging. As a CGI Partner, you'll be empowered from day one to contribute to our collective success and shape the company's strategy. You'll develop innovative solutions, build strong relationships, and leverage global capabilities to scale your ideas. CGI is committed to your career growth, well-being, and continuous learning, offering opportunities to deepen your skills and broaden your horizons within one of the world's largest IT and business consulting services firms.
Key Skills/Competency
- Remote Desktop Support
- Incident Resolution
- Windows OS Troubleshooting
- Network Troubleshooting
- Application Support
- MS Office Support
- IT Service Management
- Problem Solving
- Client Communication
- Ticket Management
Skills & topics
- Remote Desktop Support
- Desktop Support Analyst
- IT Support
- Windows OS
- Network Troubleshooting
- Application Support
- Incident Management
- Help Desk
- Tier 2 Support
- IT Infrastructure
How to get hired
- Tailor your resume: Highlight your 3-5 years of experience in remote desktop support, Windows OS troubleshooting, and network diagnostics. Emphasize your ability to resolve application and MS Office issues.
- Showcase problem-solving skills: In your application and interviews, provide specific examples of how you've diagnosed and resolved complex technical incidents, managed ticket queues, and contributed to knowledge base improvements.
- Demonstrate client focus: Highlight your experience in providing excellent remote support to both in-house and external clients, ensuring timely and effective communication throughout the resolution process.
- Research CGI's culture: Understand CGI's values of ownership, teamwork, and respect. Align your responses with their emphasis on innovation, client value, and career development.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the primary focus of the Remote Desktop Support Analyst role at CGI?
- The primary focus of the Remote Desktop Support Analyst role at CGI is to provide second-line remote technical support, resolve incidents efficiently, and proactively work on minimizing recurring issues for both in-house and external clients.
- What technical skills are most important for a Remote Desktop Support Analyst at CGI?
- Key technical skills include strong proficiency in Windows OS troubleshooting, OS installation, Bit-Locker, Windows Updates, Domain and Network Issue Troubleshooting (WIFI/LAN), Anti-Virus, MS Office Suite (Outlook, Word, Excel), SCCM Client, MS Teams, and VPN troubleshooting.
- What is the expected experience level for this CGI position?
- CGI is looking for candidates with a minimum of 3 to 5 years of relevant experience in IT infrastructure and desktop support roles to be successful in this position.
- How does CGI approach employee development and career growth for its IT support staff?
- CGI emphasizes career growth by providing opportunities to deepen skills and broaden horizons, supported by leaders who care about well-being. As CGI Partners, employees are encouraged to shape their careers within a company built for growth and longevity.
- What are the key responsibilities regarding ticket management for this role?
- Key responsibilities include accepting incoming tickets within the response SLA, diagnosing and resolving technical issues, updating tickets promptly, escalating when necessary, and updating the knowledge base with known errors or workarounds.
- Does CGI offer remote work opportunities for the Desktop Support Analyst role?
- Yes, the position is explicitly listed as a 'Remote Desktop Support Analyst' and the 'Main location' is listed as Chennai, indicating a remote work arrangement is possible, though specific details would be confirmed during the hiring process.