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Category: Administration
Location: Chennai, Tamil Nadu, India
Position ID: J1125-0018
Employment Type: Full Time
CGI, one of the world’s leading IT and business consulting firms, is hiring Service Desk Technical Support Analysts to support its global clients. This is an excellent opportunity for candidates with strong communication skills and IT fundamentals who are looking to build a long-term career in service desk and technical support.
Job Overview
Job Title: Technical Service Desk Analyst
Location: Chennai preferred (Bangalore optional)
Shift: Rotational shifts in a 24/7 support environment
Employment Type: Full Time
CGI is seeking detail-oriented and customer-focused professionals who can deliver high-quality Level 1 support to users across global locations. Candidates will be the first point of contact for technical issues and are expected to follow standard operating procedures to ensure timely resolution and customer satisfaction.
Key Responsibilities
- Handle technical support requests through phone, email, and ticketing systems following defined SOPs and SLAs
- Diagnose and resolve hardware, software, application, and basic network issues using tools and knowledge bases
- Log all interactions accurately in the incident management system
- Assign unresolved tickets to second-level support teams with clear documentation
- Monitor pending tickets and drive them to timely resolution
- Escalate high-priority and critical issues as required
- Stay updated on software changes, process updates, and system upgrades
- Comply with organizational policies including attendance, work schedules, conduct, and quality standards
- Participate in recruitment screening processes when required
Required Skills & Competencies
- Excellent verbal and written communication skills in English with a neutral accent
- Strong customer service orientation and familiarity with service desk operations
- Basic understanding of IT systems, applications, and networking concepts
- Experience in Level 1 technical support for international clients preferred
- Strong problem-solving and analytical skills
- Ability to multitask effectively and maintain accuracy during live interactions
- Comfortable working under pressure in a fast-paced environment
- Adaptability and willingness to learn new tools and technologies
- Flexibility to work night shifts, weekends, and holidays as per business needs
Experience Required
- 1 to 3 years of experience in a technical service desk or helpdesk role supporting global clients
- Proven ability to troubleshoot and resolve user-reported issues professionally and efficiently
Key Skills
- IT Service Management
- Communications Management
- Help Desk / IT Support
- Incident Management
What You Can Expect from CGI
CGI promotes a culture of ownership, teamwork, respect, and belonging. Employees, known as CGI Partners, contribute directly to the organization’s growth and direction.
At CGI, you will:
- Work in an environment that values innovation, collaboration, and continuous learning
- Build relationships with global teams and clients
- Access industry-leading resources and technology expertise
- Get opportunities to grow your career in a company built for long-term success
- Work with leaders who prioritize well-being and professional development
Join CGI and be part of one of the largest IT and business consulting services organizations in the world.
