Service Desk Technical Support Analyst ( English)
- CGI
- 13 - 18 years
- Chennai
- 1 month ago
- Email to a friend
- Report this job
Job Description
Job Title: Technical Service Desk Analyst
Location: Chennai Preferred [BLR Optional]
Shift: Rotational Shifts in a 24/7 Support Environment (Flexibility Required)
Job Summary:
We are seeking a highly motivated and detail-oriented Technical Service Desk Analyst to join our global support team. The ideal candidate will serve as the first point of contact for technical issues, delivering high-quality support to users by following standard operating procedures and ensuring timely resolution or escalation of incidents.
Key Responsibilities:
- Respond to technical support requests via phone, email, or ticketing system in accordance with defined procedures and SLAs
- Research and diagnose incidents using available tools and knowledge bases to resolve hardware, software, application, or basic network-related issues
- Log all interactions and accurately document activities, findings, and outcomes in the incident management system
- Triage and assign unresolved issues to appropriate second-level support teams while ensuring complete and clear documentation
- Monitor and follow up on pending tickets, proactively driving them to resolution to meet service expectations
- Identify and escalate high-priority incidents requiring immediate attention
- Stay updated on system changes, software updates, and process improvements
- Adhere to organizational policies on attendance, work schedules, code of conduct, and quality standards
- Participate in initial screening for recruitment processes as needed
Required Skills & Competencies:
- Excellent verbal and written communication skills in English, with a neutral accent and correct grammar
- Strong customer service orientation with knowledge of service desk operations, ITIL, and ITSM practices
- Basic understanding of IT systems, applications, and networking fundamentals
- Proven experience in providing Level 1 support in a service/help desk environment, preferably for international clients (North American/European exposure is a plus)
- Strong analytical and problem-solving skills with attention to detail
- Ability to multitask and type efficiently while handling live interactions
- Comfortable working under pressure and committed to continuous improvement
- High degree of adaptability and willingness to learn new tools and technologies
- Flexibility to work in a 24/7 environment, including night shifts, weekends, and holidays, as required by business needs
Experience Required:
- 13 years of experience in a technical service desk or helpdesk role supporting global clients
- Demonstrated experience in troubleshooting and resolving user-reported issues in a professional and efficient manner
- IT Service Management
- Communications Management
- Help Desk/IT Services
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: CGILocation(s): Chennai
Keyskills: support analyst it services service management customer service it service management networking help desk helpdesk research technical support ticketing itsm recruitment incident management it systems communication skills
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