Service Desk L1 - Bengaluru, India - CGI

CGI

Verified Company

Bengaluru, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

JOB REQUIREMENTS

Help Desk or PC related work experience
Experience in Windows System, Retail, of the shelf Retail Applications, PoS based
Successfully met all Level2 EPOS Technician performance accountability objectives.
Proven expertise and efficiency in support of Radiant and VeriFone POS systems.
Strong understanding of store systems and operations environments.
Indepth knowledge of Help Desk Functions, process and procedures and quality of service measurement.
Excellent process flow modeling and documentation skills.
Knowledge of problem tracking and other Help Desk tools.
Good analytical and problem resolution skills, verbal and written communication skills, organizational and time management skills, customer service and interpersonal skills, and customer focus.

KEY RESPONSIBILITIES

Receives and resolves dispatched problem tickets from Level1 EPOS Technicians.
Provides assistance/coaching to Level1 EPOS Technicians when needed.
Provides timely support to onsite technicians at store locations.
Analyzes and attempts to resolve issues without further escalation.
Properly updates the corresponding problem ticket and either escalates the ticket further, or updates the resolution information and resolving Tasks/Incidents within targeted SLAs.
Performs rootcause analysis using detailed analysis of reported, persistent problems, and work closely with Retail Systems in order to proactively eliminate problems before they occur.
Works with Retail Systems and other departments as directed, to support related projects and activities.
Works with the Training Lead to identify, create, and test new knowledge resources with the intent to improve first call resolution at the EPOS Support level.

Prerequisites:
ITIL foundation certified.

Preferred:
Certification in Microsoft 365, desktop operating systems, Active Directory, and/or Computer networks.

Work Environment: 24X7 operation, late night work.

Location:
Bangalore

Insights you can act on

While technology is at the heart of our clients' digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes.

We call our employees "members" because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of.

This has been our Dream since 1976, and it has brought us to where we are today—one of the world's largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings.

We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities.

As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI—where your ideas and actions make a difference.

Your future duties and responsibilities
**Required qualifications to be successful in this role