Position Description:

Job Title: Service Desk Analyst

Shift Timing - Night Shift (US Support)

Location: Pune, IndiaShift: Night Shift (24x7 Operations)

WFO Employment- 5 Days

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

Skills:

- Communication
- Incident Management
- Service Desk

📌 Service Desk TechnicianFor K Retail Support (Pune)
🏢 CGI
📍 Pune