| CGI | |
| Job Role | Service Desk Technical Analyst |
| Qualification | Bachelor’s degree |
| Batch | 2022/ 2023/ 2024 |
| Experience | Freshers |
| Salary | ₹ 6 LPA |
| Location | Chennai |
| Last Date | ASAP |
| Apply Link Below | |
|---|---|
Who Can Apply?
✅ Fresh graduates with a Bachelor’s degree
✅ Strong technical and customer service skills
✅ Willing to work in a 24/7 rotational shift environment
Job Responsibilities
🔹 Respond to technical assistance requests by following prescribed procedures
🔹 Research and diagnose incidents using available information sources and tools
🔹 Log all activities and document resolutions accurately in the incident management tool
🔹 Assign unresolved tickets to the appropriate support team
🔹 Monitor and expedite ticket resolution proactively
🔹 Identify and escalate tickets requiring urgent attention
🔹 Stay updated with system information, changes, and updates
🔹 Adhere to work schedules, attendance, and leave policies
🔹 Work as Level 1 Support for international clients (North American/European preferred)
Required Skills & Knowledge
✅ Customer Service & IT Support
✅ ITIL & ITSM frameworks
✅ Basic networking & IT applications
✅ Problem-solving & troubleshooting
✅ Excellent English communication skills (neutral accent, proper grammar)
✅ Ability to type while handling customer interactions
✅ Stress tolerance & performance-driven mindset
Why Join CGI?
✅ Work in a global IT environment
✅ Hands-on experience in technical support & troubleshooting
✅ Opportunity to grow within IT service management
✅ Competitive salary & benefits
✅ Work with international clients in a professional setup
How to Apply?
📩 Interested candidates can apply online through the given link:
| Jobs by Qualification | |
| B.Tech | BBA |
| B.Sc | B.Com |
| M.Sc | M.Com |
| MCA | MBA |
| BCA | M.Tech |
🌟 Interview Questions & Answers
1. What is the difference between ITIL and ITSM?
Answer: ITIL (Information Technology Infrastructure Library) is a framework with best practices for IT service management (ITSM). ITSM refers to the actual implementation of IT services in an organization. ITIL provides guidelines, while ITSM involves process execution.
2. How do you handle a high-priority IT support ticket?
Answer: I would quickly assess the issue, escalate if needed, communicate with the user/stakeholders, follow troubleshooting procedures, and document the resolution process in the ticketing system. Ensuring minimal downtime is the key priority.
3. What are the common troubleshooting steps for network connectivity issues?
Answer: The basic steps include:
✔ Checking physical connections
✔ Restarting the router/modem
✔ Running ipconfig/ifconfig to check IP addresses
✔ Testing network reachability using ping/traceroute
✔ Checking firewall and proxy settings
4. How do you ensure excellent customer service in an IT support role?
Answer: By maintaining clear communication, active listening, patience, and problem-solving skills. Keeping users updated, setting realistic expectations, and documenting issues accurately also contribute to better service.
5. What are the different levels of IT support?
Answer: IT support has different levels:
✔ Level 1: Basic troubleshooting, handling service requests
✔ Level 2: Advanced troubleshooting, deeper technical issues
✔ Level 3: Expert support, system configurations, backend support
✔ Level 4: Vendor support for hardware/software issues
🔎 Keywords: #CGIJobs #Hiring #ServiceDeskAnalyst #TechnicalSupport #FreshersJobs #ITSupport #HelpDesk #ITIL #ITSM #Networking #Troubleshooting #TechCareers #ChennaiJobs
