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: ASE/SE
Experience: 6 months -2 years
Category: Software Development/Engineering
Shift: 5:30 PM to 2:30 AM IST
Main location: Chennai
Position ID: J1026-0348
Employment Type: Full Time
Education Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 1 years of relevant experience

Key Responsibilities
Provide Level 1 and Level 2 technical support for end-user IT issues through phone, email, chat, and service management tools.
Troubleshoot and resolve common hardware, software, operating system, connectivity, and access-related issues.
Support Windows operating systems, Microsoft 365 applications, Outlook, Teams, VPN, printers, and other standard workplace technologies.
Diagnose issues methodically, identify root causes where possible, and implement appropriate resolutions.
Log, categorize, prioritize, update, and track incidents and service requests in the ITSM tool.
Ensure incidents and service requests are handled within agreed SLAs and provide regular updates to users.
Escalate complex or unresolved issues to the appropriate resolver groups with complete troubleshooting details.




Follow established incident management, request fulfillment, knowledge management, and escalation procedures.
Maintain accurate ticket documentation and contribute to knowledge base articles and troubleshooting guides.
Communicate effectively with users, technical teams, and stakeholders to ensure a positive support experience.
Identify recurring issues and share observations with relevant teams to improve service quality and reduce repeat incidents.
Follow information security policies, access management procedures, and standard operating procedures.
Required Technical Skills
Positive working knowledge of Windows operating systems and desktop troubleshooting.
Experience troubleshooting Microsoft 365 applications, Outlook, Teams, and common productivity tools.
Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.
Experience troubleshooting hardware, software installation, application access, and printer-related issues.
Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or equivalent platforms.
Understanding of ITIL concepts, particularly Incident Management, Service Request Management, and SLA adherence.
Ability to perform structured troubleshooting, identify potential causes, and determine when escalation is required.
Communication and Customer Service Skills
Excellent verbal and written communication skills.
Ability to communicate technical information clearly to both technical and non-technical users.




Strong customer service orientation, active listening, and problem-solving abilities.
Ability to manage user expectations, handle challenging interactions professionally, and provide timely updates.
Strong coordination skills when working with resolver groups and other IT support teams.
Ability to document technical issues, troubleshooting steps, and resolutions clearly.

Skills:

- Microsoft SysCtrConfiMgr(SCCM)
- Communication
- Intune
- Intune
- MDM (Mobile Device Management)
- Microsoft 365 Defender

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