Service Desk Technical Analyst
CGI · Bengaluru, Karnataka, India
- On site
- Full-time
- $65,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Provide IT support in Bangalore.
- Troubleshoot Windows, Network, and VPN issues.
- Communicate with users via phone/email.
- Escalate technical problems effectively.
- Contribute to knowledge base.
About the role
Service Desk Technical Analyst
CGI is seeking a skilled Service Desk Technical Analyst to join their team in Bangalore. This role involves providing essential IT support to users, troubleshooting technical issues, and contributing to the IT infrastructure of a leading global IT consulting firm.
About CGI:
Founded in 1976, CGI is one of the largest independent IT and business consulting services firms worldwide. With a global presence of 94,000 professionals, CGI offers a comprehensive suite of services, from strategic consulting to managed IT and business process services. CGI's commitment to client success is driven by a local relationship model and a global delivery network, enabling digital transformation and accelerated results for its clients. CGI reported CA$14.68 billion in revenue for Fiscal 2024 and its shares are publicly traded on the TSX (GIB.A) and NYSE (GIB).
Job Summary:
The Service Desk Technical Analyst will be responsible for responding to user queries, troubleshooting technical problems, and escalating issues as needed. This role requires strong communication skills, a solid understanding of IT infrastructure, and the ability to work within a 24/7 shift environment.
Key Responsibilities:
- Respond to user queries via phone and email.
- Provide basic troubleshooting for Windows, Network, VPN, and Microsoft applications.
- Escalate unresolved issues to appropriate technical teams following knowledge base guidelines.
- Contribute to the creation and maintenance of knowledge base articles and support documentation.
- Work in a 24/7 shift environment.
- Work from the office five days a week.
Qualifications:
- Bachelor's degree in Computer Science or a related field, or equivalent relevant experience.
- Minimum of 3 years of relevant experience.
- 2-4 years of lateral experience in a similar role.
- Excellent written and verbal communication skills.
- Basic knowledge of troubleshooting Windows, Network, VPN, and Microsoft applications.
Life at CGI:
CGI fosters a culture of ownership, teamwork, respect, and belonging. As a CGI Partner, you'll be invited to be an owner from day one, contributing to the company's strategy and direction. Your work will create value through innovative solutions and strong client relationships, supported by global capabilities and expertise. CGI is committed to employee growth, well-being, and career development, offering opportunities to deepen skills and broaden horizons within a company built for growth and longevity.
Commitment to Inclusivity:
CGI is an equal opportunity employer and is dedicated to providing accommodations for people with disabilities in accordance with provincial legislation. Candidates requiring reasonable accommodations during the recruitment process are encouraged to inform CGI so their needs can be addressed.
Key skills/competency:
- Service Desk Support
- Technical Troubleshooting
- Windows OS
- Network Support
- VPN Support
- Microsoft Applications
- Communication Skills
- IT Support
- Knowledge Base Management
- 24/7 Operations
Skills & topics
- Service Desk Analyst
- Technical Support
- IT Infrastructure
- Windows Troubleshooting
- Network Support
- VPN
- Microsoft Applications
- Help Desk
- IT Support Specialist
- Bangalore Jobs
- CGI Careers
- Computer Science
How to get hired
- Tailor your resume: Highlight your 2-5 years of experience in IT infrastructure and service desk roles, emphasizing troubleshooting skills for Windows, Network, and VPN.
- Showcase communication skills: Demonstrate your excellent written and verbal communication abilities, crucial for responding to user queries and escalating issues at CGI.
- Address technical competencies: Emphasize your knowledge of basic troubleshooting for Windows, Network, VPN, and Microsoft applications in your application.
- Express shift flexibility: Clearly state your willingness to work 24/7 shifts and commit to working in the office 5 days a week.
- Research CGI's culture: Understand CGI's values of ownership, teamwork, respect, and belonging to align your application with their Partner-centric approach.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the primary responsibilities of a Service Desk Technical Analyst at CGI Bangalore?
- As a Service Desk Technical Analyst at CGI Bangalore, your main duties will include responding to user inquiries via phone and email, providing basic troubleshooting for Windows, Network, VPN, and Microsoft applications, escalating unresolved issues to the correct teams, and contributing to the knowledge base. You will also be expected to work in 24/7 shifts and be present in the office five days a week.
- What technical skills are essential for this role at CGI?
- Essential technical skills for this Service Desk Technical Analyst role include a strong understanding of basic troubleshooting for Windows operating systems, network connectivity, VPN configurations, and various Microsoft applications. Excellent written and verbal communication skills are also vital for effective user interaction and issue resolution.
- Does CGI offer opportunities for career growth for a Service Desk Technical Analyst?
- Yes, CGI emphasizes career growth and development. As a company built to grow and last, they provide opportunities to deepen skills and broaden horizons. Joining CGI means becoming a Partner, benefiting from extensive industry and technology expertise, and shaping your career path within a supportive environment.
- What is the work arrangement for the Service Desk Technical Analyst position in Bangalore?
- The Service Desk Technical Analyst position in Bangalore requires the candidate to work from the office all 5 days a week. This is an on-site role, reflecting CGI's model of fostering teamwork and collaboration within their physical workspaces.
- How does CGI's culture differ from other IT companies, and how can I align with it?
- CGI's culture is distinctively rooted in ownership, teamwork, respect, and belonging, referring to their employees as 'CGI Partners.' To align with this, emphasize your collaborative spirit, your proactive approach to problem-solving, and your commitment to collective success in your application and interviews. Showcase how you take ownership of your responsibilities and contribute to team goals.
- What is the expected experience level for the Service Desk Technical Analyst role?
- CGI is looking for candidates with 2 to 5 years of relevant experience, specifically with 2-4 years of lateral experience in a similar service desk or IT support role. A Bachelor's degree in Computer Science or a related field, or equivalent experience with a minimum of 3 years in the field, is also required.