<
Join Our Official Channels ✔️
-->
If you are looking to build your career in IT Support or Service Desk roles, this opportunity at CGI, one of the world’s largest IT and consulting firms, is an excellent fit. CGI is inviting applications for the role of Technical Service Desk Analyst in Chennai (Bangalore optional).
📌 Job Title: Technical Service Desk Analyst
📍 Location: Chennai (Preferred), Bangalore (Optional)
🕒 Shifts: 24/7 Rotational | Night Shift Flexibility Required
💼 Employment Type: Full Time
🆔 Position ID: J1125-0018
🌍 Category: Administration
⭐ Job Summary
CGI is seeking a highly motivated Technical Service Desk Analyst to join their global support team. This role serves as the first point of contact (L1 Support) for resolving technical issues, ensuring timely resolutions, and delivering excellent customer service.
You will handle incidents through phone, email, and ticketing systems while following strict processes and SLAs.
🔧 Key Responsibilities
- Respond to technical issues via phone, email, or ticketing system.
- Troubleshoot hardware, software, application, and basic network issues.
- Document all interactions and maintain accurate logs in the incident management tool.
- Escalate unresolved issues to L2 teams with clear and complete documentation.
- Monitor pending tickets and drive them to closure.
- Identify, classify, and escalate high-priority incidents.
- Stay updated with system updates, process changes, and new technologies.
- Follow organizational standards related to schedule, quality, and conduct.
- Participate in initial screening for recruitment when required.
🛠️ Required Skills & Competencies
- Excellent verbal and written English communication (neutral accent).
- Strong customer service orientation and familiarity with ITIL/ITSM concepts.
- Basic knowledge of IT systems, applications, and networking fundamentals.
- Proven experience in L1 Technical Support / Service Desk.
- Good problem-solving and analytical abilities.
- Ability to multitask, type efficiently, and work under pressure.
- Adaptability and willingness to learn new tools & technologies.
- Flexibility to work in night shifts, weekends, and holidays.
🎯 Experience Required
- 1–3 years of experience in a Technical Service Desk / Helpdesk environment.
- Experience supporting global clients (North America / Europe preferred).
🧰 Key Skills
- IT Service Management
- Communication Management
- Helpdesk / IT Support
- Troubleshooting
- Ticketing Tools
- Customer Handling
🌟 About CGI
CGI is a global IT and business consulting leader, trusted by Fortune Global 100 companies. With a strong culture of ownership, CGI refers to employees as “Partners” — empowering them from Day 1.
At CGI, you will gain:
- A global platform to innovate
- Opportunities to grow your skills
- Supportive leadership focused on well-being
- Exposure to diverse industries and technologies
🚀 Why Join CGI?
✔ Global IT Consulting Leader
✔ Ownership-Based Culture
✔ Career Growth & Learning
✔ Supportive Work Environment
✔ Work with International Clients
