CGI Off Campus
Drive 2022 | Freshers | ASE | BE/ B.Tech – CSE/ IT/ EEE/ ECE; B.Sc/ BCA | 2019
– 2021 Batch | Bangalore
Company: CGI Information
Systems Pvt Ltd
CGI Off Campus Drive 2022: Founded in 1976, CGI is a global IT and business
process services provider delivering high-quality business consulting, systems
integration and outsourcing services.
With
68,000 professionals in 40 countries, CGI has an industry-leading track record
of on-time, on-budget projects, aligning our teams with clients’ business
strategies to achieve top-to-bottom line results. In India, our centers have
9,500 professionals and span eight offices in four cities, including Mumbai,
Bangalore, Chennai and Hyderabad.
Company Website: www.cgi.com/en/india
Positions: ASE
Experience: Freshers (0 – 2
Years)
Job Location: Bangalore
Salary: Best in Industry
Job Description
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Position Description:
Level 1 | 0- 2 YRS
Provision of technical training / refresh training to technicians
Respond to questions live as required when engaged by Level 1 technicians
Provision of ongoing technical coaching of members
Support the technician's PCs, applications and tools used to support their
respective Client(s) / Assist Team Leaders in evaluation of ticket quality as
part of monthly coaching initiative
Validates ticket quality (as required / when required) prior to assignment to
other support teams
Follow-up of tickets, incidents and/or emails pertaining to the senior team
Reviews and updates (as required) KB documentation
Participates in review of documentation specific to process & procedures
Maintains team inventory list on a monthly basis
Participates in the integration of various internal or client projects in order
to minimize potential impacts to the quality of service provided to our
client(s).
Contribute towards SLA attainment by logging in to take calls as required
during staffing or SLA challenges.
Experience as a Level 1 /2 technician within the Service Desk environment
Knowledge of customer service principles and practices
Knowledge of relevant computer applications working knowledge of fundamental
operations of relevant software, hardware and other equipment
Related experience in technical coaching, training and documentation
work experience required:
The Level 2 Service Desk support technician (Senior) provides support to the
Level 1 technicians within his/her team, service as a reference to the members
when they have questions or require assistance to support their Client. The
senior may also be engaged to diagnose, troubleshoot and resolve incidents or
service requests reported by the Client.
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Identify, troubleshoot and resolve IT support issues based on defined
troubleshooting scripts and best practices. Execute these activities per
defined KPI's
. Strong Queue management, Real time queue monitoring skills
. Take care of Shift operations and act as SME in Mentoring, Monitoring &
Analysis to drive Quality of service by the team in real-time and Priority
Incident management skills
. Drive team SLA, MIM Coordinator, escalation mgmt. and provide RCA and skill
development
. Analytical skills in reporting the volume drivers, shift handover and
collaboration mindset
. Strong practitioner of the ITIL v3/V4 framework and certified in
Intermediate/expert level
. 4-6 yrs in Experience in IT Service desk from the global organisations of
repute
. Proven track record in achieving KPIs and driving team SLAs
. Excellent communication skills and customer BAU focus
. Ability to build and maintain efficient working relationships in a team-based
environment
. Strong trouble shooting techniques and analytical thinking
. Meticulous attention to detail
. Excellent end-user services skills (strong business focus and can do
attitude)
. Experience of Windows, Office 365, Active Directory, SCCM, SharePoint 2010,
Citrix, Messiaging & Remote connectivity, AD, Applications, hardware skills
sets
. Experience of working to and exceeding targets
. Experience of IS work management systems (ideally ServiceNow), Good reporting
knowledge on ITSM Tools and Avaya, Cisco IVR knowledge
. Good timekeeping and Multi-Tasking skills
Desirable:
. ITIL v3/v4 Foundation Certification (mandatory)
. MS - CIT Certification of Similar
. Experience of working within a multi-cultural environment
. Experience of working in a fast moving and changing large enterprise IT
environment
. Experience of iPhone, iPad, Mac, Blackberry, Android, Messaging, Remote
Connectivity,AD etc..
. Behavioural Competencies
. Proven experience of delivering process efficiencies and improvements
. Clear and fluent English (both verbal and written)
. Ability to build and maintain efficient working relationships with remote
teams
. Demonstrate ability to take ownership of and accountability for relevant
products and services
. Ability to plan, prioritise and complete your own work, whilst remaining a
team player
. Willingness to engage with and work in other technologies
Skills:
- English
- French
What you can expect from us:
Build your career with us.
It is an extraordinary time to be in business. As digital transformation
continues to accelerate, CGI is at the center of this change-supporting our
clients digital journeys and offering our professionals exciting career
opportunities.
At CGI, our success comes from the talent and commitment of our professionals.
As one team, we share the challenges and rewards that come from growing our
company, which reinforces our culture of ownership. All of our professionals
benefit from the value we collectively create.
Be part of building one of the largest independent technology and business
services firms in the world.
Learn more about CGI at www.cgi.com.
No unsolicited agency referrals please.
CGI is an equal opportunity employer.
Job
Details
- Industry: IT/Computers
- Software
- Function: IT/Software
Development - Network Administration/Security, Telecom/ISP
- Role: Network
Installation & Administration, RF Installation &
Administration Engineer
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