Position Title:

Service Desk Analyst - Night Shift (US Support) ASE

Location:

Pune, India

Shift:

Night Shift (24x7 Operations)

Type:

Full Time

Job Summary:

- Respond to requests for technical assistance by following prescribed procedures.
- Research reported incidents using available information sources and tools. Diagnose, triage, and resolve hardware, software, applications, or basic network related incidents.
- Log all contacts and document all the activities and results accurately and completely within the incident management tool.
- Assign unresolved tickets to the appropriate support team.
- Proactively monitor, follow up, and expedite the resolution of assigned and pending tickets.
- Identify and escalate tickets requiring urgent attention and action.
- Stay current with system information, changes, and updates.
- Adhere to work schedules, attendance, and leave policies. Expected to work in a 24/7 setting on rotational shifts.




- Comply with CGI and Client's IS/IT policies, code of conduct, and quality standards.
- Excellent speaking and writing skills in English with a neutral accent, correct grammar, and syntax.
- Problem analysis and solving.
- Learning, adaptability, and attention to detail.
- Ability to type while handling customer contact.
- Tolerance to stress, performance-driven, and continuously improving.
- Have a basic understanding of Windows operating systems, MS Office, etc.

Project Requirement:

- Work from Office all five days of the week.
- Work in rotational night shifts and week offs.
- Work from Pune location.

Locations:

Service Desk Technician L1 for Retail Support
Category: Service Desk / End User Services
Main location: India, Maharashtra, Pune
Position ID: J0626-1689
Employment Type: Full Time

📌 Service Desk Technicianfor Retail Support (Pune)
🏢 Cgi Group
📍 Pune