Job Description

Job Summary – Service Desk / Helpdesk

Provide Level 1 technical support by responding to user requests, diagnosing and resolving basic hardware, software, application, and network-related issues as per defined procedures.

Key Responsibilities:

  • Handle incoming technical support requests and incidents
  • Diagnose, triage, resolve, or assign tickets to appropriate support teams
  • Log and document all incidents accurately in the incident management tool
  • Monitor, follow up, and expedite resolution of pending tickets
  • Escalate high-priority or critical issues as required
  • Work in a 24/7 rotational shift environment
  • Adhere to ITIL/ITSM processes, company policies, and quality standards

Key Skills & Experience:

  • Experience as Service Desk / Helpdesk L1 (RTAC) for international clients (...

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