Company Name: CGI
Qualification: Any Graduate
Experience: 0.6 – 3 Years
Job Location: Bangalore / Chennai
Job Role: Associate System Engineer
Job Description:
# Respond to requests for technical assistance, research reported incidents using available information resources
# The primary role is to diagnose, troubleshoot and resolve incidents or service requests reported by the Client (via call, email, chat or through a web portal).
# Appropriate use of available tools (remote takeover, knowledge base, ticketing tool, communication tools) / Diagnose and resolve technical hardware and software issues
# Log all service desk contacts within the incident management tool
# Document all troubleshooting steps and resolution activities within the incident management tool / Follow standard help desk procedures
# Assign non-resolved incidents or service requests to the appropriate support team
# Proper assignment of tickets (ticket coding and ‘assign to’ groups)
# Ticket Follow-Up: Daily monitoring and action of individual queues
# Identify and escalate incidents requiring urgent attention and action
# Stay current with system information, changes and updates
# Adherence to schedule / compliance for attendance
# May be entrusted with additional tasks to handle complex, escalated tickets, data analysis, technical document reviews depending on their performance.
# Compliance for CGI IS/IT Policy and well as CGI Code of Ethics
# The primary role is to diagnose, troubleshoot and resolve incidents or service requests reported by the Client (via call, email, chat or through a web portal).
# Appropriate use of available tools (remote takeover, knowledge base, ticketing tool, communication tools) / Diagnose and resolve technical hardware and software issues
# Log all service desk contacts within the incident management tool
# Document all troubleshooting steps and resolution activities within the incident management tool / Follow standard help desk procedures
# Assign non-resolved incidents or service requests to the appropriate support team
# Proper assignment of tickets (ticket coding and ‘assign to’ groups)
# Ticket Follow-Up: Daily monitoring and action of individual queues
# Identify and escalate incidents requiring urgent attention and action
# Stay current with system information, changes and updates
# Adherence to schedule / compliance for attendance
# May be entrusted with additional tasks to handle complex, escalated tickets, data analysis, technical document reviews depending on their performance.
# Compliance for CGI IS/IT Policy and well as CGI Code of Ethics
Note:
We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.
We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.
