• Job Description

  Req#: J0823-0473

  Position Description:

  Company Profile:
  At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve. At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.
  This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. 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. No unsolicited agency referrals please.
  Job Title: Service Desk Support Technician - RTAC (Remote Desktop)
  Position: Systems Engineer
  Experience: 3 Years to 5 Years
  Category: Software Development/ Engineering
  Main location: Bangalore
  Position ID: J0823-0473
  
  Employment Type: Full Time
  Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
  Responsibilities:
  • Assist users in solving all computer-related problems through remote login, over the phone and/or by email.
  • Troubleshoot, isolate, and diagnose common PC problems.
  • Assist with PC, network hardware and software upgrades as required.
  • Troubleshoot and solve McAfee (Antivirus reinstall, endpoint encryption) issues.
  • Assist in deploying and configuring software upgrades on all systems.
  • Assist in Application re-install (Java, Office, Flash player, etc.…)
  • Assist in monitoring system performance and data integrity.
  • Document service desk issues and do a throughout follow-up until they are resolved.
  • Document and report procedures, test cases, KPIs and benchmarks.
  • Provide frontline insights to improve product quality and reduce the need for support.
  • Identify alternative solutions, revise existing knowledge, and catalog all the changes.
  • Supervise and guide members as a Senior whenever required.
  • Monitor, assist and coach level-1 Service Desk members as a SME.
  • Solve escalations, ad-hoc requests and pending incidents to ensure a positive customer experience.
  Must-Have Skills:
  • Handle calls/chats whenever required by the business.
  • Estimate and prioritize the workload, identify and train backup resources and successors.
  • Help Desk or PC related work experience, good knowledge on excel.
  • Experience in Windows System, Retail, of the Shelf Retail Applications, PoS based
  • Strong understanding of store systems and operations environments.
  • In-depth knowledge of Help Desk Functions, process and procedures and quality of service measurement.
  • Excellent process flow modeling and documentation skills.
  • Knowledge of 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.
  Good-to-Have Skills:
  • Understanding of the incident management process
  • Awareness of SLAs, KPIs and KRAs
  • Work as a second line remote desktop support for in-house and external clients
  • Accept incoming tickets within the response SLA
  • Diagnose and provide proper technical resolution to operating system, software and application related issues
  • Update the tickets promptly on a regular basis
  • Identify and escalate situations requiring urgent attention. ITIL foundation certified.
  CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

  Skills:

  • English
  • Incident Management
  • Leadership
  • RTAC (Remote Desktop)
  • Service Request Management
  • MS Remote Desktop Services

  What you can expect from us:

  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.

• About the company

  CGI Inc., also known as CGI Group Inc.,

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