Position Description:

Company Profile:

Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate 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.

Job Title: Service Desk Engineer

Position: Systems Engineer/Senior Systems Engineer

Experience: 3+ yrs

Category: IT Infrastructure

Main location: Bangalore

Position ID: J0726-0026

Employment Type: Full Time

Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.

We are looking for a proactive and customer-focused Service Desk Engineer with 2+ years of experience in IT Service Desk operations. The ideal candidate will serve as the first point of contact for end-user IT support, providing timely resolution for hardware, software, and network-related issues. The role requires strong troubleshooting skills, excellent communication, and the ability to work in a 24/7 support environment while delivering a high level of customer satisfaction.

Key Responsibilities

- Serve as the first point of contact for all IT-related incidents and service requests via calls, emails, and ticketing tools.
- Provide first-level technical support for hardware, software, operating systems, and network-related issues.
- Diagnose, troubleshoot, and resolve end-user issues within defined SLAs, escalating complex issues when required.
- Install, configure,



and support Microsoft Windows, Office 365, and other business applications.
- Log, track, update, and close incidents and service requests using the organization's ITSM tool.
- Follow ITIL best practices for Incident, Problem, and Change Management processes.
- Perform user account administration, password resets, and access management activities (preferred).
- Maintain accurate documentation of issues, resolutions, and knowledge base articles.
- Ensure excellent customer service by communicating effectively with end users and providing regular updates.
- Participate in rotational shifts and provide 24/7 support as per business requirements.

Required Skills

- Minimum 2 years of experience in an IT Service Desk or Help Desk support role.
- Hands-on experience with Microsoft Windows Operating Systems.
- Good knowledge of Microsoft Office 365 and common business applications.
- Basic understanding of networking concepts and troubleshooting.
- Familiarity with ITIL processes, including Incident, Problem, and Change Management.
- Strong troubleshooting and analytical problem-solving skills.
- Excellent verbal and written communication skills.
- Strong customer service orientation with the ability to handle user calls professionally.
- Experience using ITSM/ticketing tools such as ServiceNow, Remedy, or Jira (preferred).
- User Access Management experience is an added advantage.
- Willingness to work in a 24x7 rotational shift environment and handle inbound support calls.

Behavioural Competencies





Proven experience of delivering process efficiencies and improvements

Clear and fluent English (both verbal and written)

Ability to build and maintain productive working relationships with remote teams

Demonstrate ability to take ownership of and accountability for relevant products and services

Ability to plan, prioritize and complete your own work, whilst remaining a team player

Willingness to engage with and work in other technologies

Skills:

- Access Management
- Communication
- ITIL
- Service Desk
- Infrastructure

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.

📌 Service Desk Engineer (Bengaluru)
🏢 CGI
📍 Bengaluru