Position Description:
Experience : 0.6 - 3Years
Designation : Associate System Engineer
Job Location : Bangalore/Chennai
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
Should be able to work in 24*7 shift rotation environment.
Apply Here
Experience : 0.6 - 3Years
Designation : Associate System Engineer
Job Location : Bangalore/Chennai
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
Should be able to work in 24*7 shift rotation environment.
Apply Here
