- Efficiently and accurately triage, troubleshoot and escalate if required technical incidents of IT applications, platforms, systems and devices, to minimize business impact.
- Handle service requests, install/uninstall approved software and configurations.
- Initiate service orders to technicians on site.
- Actively work to develop production environment and service delivery
- Understand and implement changes in customers' production environments according to agreed change processes.
- Use remote control tools and knowledge management tools to achieve first contact resolution.
- Record and inform users of progress in the service management system.
- Create and update knowledgebase articles.
- Contribute proactively on shift-left opportunities.
- Adhere to the agreed standards and service levels.
- Actively participate in operational meetings, process and quality improvements, internal and customer collaboration activities to innovate and deliver exceptional user experiences
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Service Desk Technician L2 - Bengaluru, India - CGI
![CGI background](https://contents.bebee.com/companies/in/cgi/background-NPFwe.png)
Description
Position Description:
Prerequisites:
At least two years' experience as a frontline Service Desk specialist.
Hand-on experience in troubleshooting desktop operating systems, Microsoft , Active Directory services, computer networks, virtual interfaces and business applications.
Desired:
Experience working with multinational and multilingual teams across several time zones.
SDI or HDI certification.
Technical experience in omnichannel cloud contact center as a service.
Certification from Microsoft, Google, AWS or CompTIA.
Work Environment:
24X7 operation, late night work
Location:
Bangalore/Chennai, work from office.
Skills:
EnglishIncident ManagementRTAC (Remote Desktop)Service Request Management