Job Overview
Role: Service Desk Technical Analyst Location: Chennai, Tamil Nadu Experience: 1 – 3 Years Qualification: Any Bachelor's Degree Key Skills: ITIL Foundation, Troubleshooting, Windows OS, macOS, Microsoft enterprise services, ITSM tools, Networking
Job Description
For the CGI Recruitment 2026 drive, the IT operations team is seeking a Service Desk Technical Analyst to provide critical technical assistance and operational support to end users. You will act as the crucial first point of contact for IT incidents and service requests across multiple channels. This role involves diagnosing and troubleshooting hardware, software, OS, and network issues. Your goal is to ensure prompt resolution, proper documentation, and the delivery of a high standard of IT service strictly in line with defined Service Level Agreements (SLAs).
Roles and Responsibilities
- First-Line Support: Act as the first point of contact for IT incidents and service requests received via phone, email, and ticketing systems.
- Troubleshooting: Diagnose, troubleshoot, and resolve technical issues related to desktops, laptops, mobile devices, printers, and standard peripherals.
- OS & Software Assistance: Provide support for Windows and macOS operating systems, as well as Microsoft enterprise services (Outlook, Teams, OneDrive, SharePoint).
- Ticket Management: Accurately record, track, and update tickets in ITSM tools (like ServiceNow or Remedy) to ensure proper documentation.
- Escalation: Evaluate and seamlessly escalate complex or unresolved technical issues to Tier 2/3 teams following standard escalation procedures.
- Knowledge Management: Maintain and actively contribute to knowledge base articles and technical documentation.
- Compliance: Strictly adhere to ITIL processes, security policies, and organizational compliance requirements.
Skills and Eligibility Criteria
Educational Background: Must hold a Bachelor’s degree in any discipline. ITIL Foundation certification is mandatory.
Experience: 1 to 3 years of proven experience in a Service Desk, Help Desk, or Technical Support role.
Mandatory Technical Skills:
- Strong understanding of basic Windows OS and macOS environments.
- Familiarity with standard ITSM/ticketing tools (ServiceNow, Jira, Remedy, Freshservice, etc.).
- Basic knowledge of networking concepts and troubleshooting methodologies.
Competencies:
- Excellent verbal and written communication skills in English.
- Strong analytical, problem-solving abilities, and the capacity to manage multiple tasks simultaneously.