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 workplace 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 basic understanding of windows operating systems, MS Office, etc
Project Requirement
Work from Office all five days of week
Work in rotational night shifts and week offs
Work from Pune location
Your future duties and responsibilities
Required Qualifications To Be Successful In This Role
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