Service Desk Technical Support Analyst English

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: Technical Service Desk Analyst

Position: Technical Service Desk Analyst

Experience: 2 - 4 Years

Category: IT Infrastructure

Main location: Bangalore / Chennai

Position ID: J0326-1402

Employment Type: Full Time

Qualification: Bachelors degree in Computer Science or related field or higher with minimum 3 years of relevant experience.

Job Description:

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:

1–3 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.

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Life at CGI:

It 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

Come join our team, one of the largest IT and business consulting services firms in the world

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

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.

Come join our team—one of the largest IT and business consulting services firms in the world.