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Service Desk Technician L2



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2-4 Years
a month ago
153 Viewed
15 Applied

Job Description

Position Description

  • Efficiently and accurately triage, troubleshoot and escalate if required technical incidents of IT applications, platforms, systems and devices, to minimize business impact.
  • Handle service requests, install/uninstall approved software and configurations.
  • Initiate service orders to technicians on site.
  • Actively work to develop production environment and service delivery
  • Understand and implement changes in customers production environments according to agreed change processes.
  • Use remote control tools and knowledge management tools to achieve first contact resolution.
  • Record and inform users of progress in the service management system.
  • Create and update knowledgebase articles.
  • Contribute proactively on shift-left opportunities.
  • Adhere to the agreed standards and service levels.
  • Actively participate in operational meetings, process and quality improvements, internal and customer collaboration activities to innovate and deliver exceptional user experiences.


At least two years experience as a frontline Service Desk specialist.

Hand-on experience in troubleshooting desktop operating systems, Microsoft 365, Active Directory services, computer networks, virtual interfaces and business applications.


Experience working with multinational and multilingual teams across several time zones.

SDI or HDI certification.

Technical experience in omnichannel cloud contact center as a service.

Certification from Microsoft, Google, AWS or CompTIA.

Work Environment: 24X7 operation, late night work.

Location: Bangalore/Chennai, work from office.

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

Insights you can act on

While technology is at the heart of our clients digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees members because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are todayone of the world's largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story Join CGIwhere your ideas and actions make a difference.

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