Service Desk Analyst Job in Bangalore at CGI

CGI is hiring for the post of Service Desk Technical Analyst!

About:

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 this.

Responsibilities of the Candidate:

• Communicate and align business and individual needs in order to achieve business growth and career development of team members, by facilitating two-way communication between team members and the senior management team.
• Ensure the availability of appropriately skilled members at the Service Desk frontline to achieve service levels.
• Maintain technical expertise of team members through continuous learning and training on the job.
• Understand the competencies, potential and motivations of team members to coach and mentor them.
• Set appropriate, challenging performance targets and gives objective and constructive feedback based on evidence to enhance their performance.

Requirements:

• Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
• Handles performance and disciplinary issues of team members.
• Delegates specific service desk responsibilities to team members to create specialization and increase service delivery pace.
• Monitors intraday performance, evaluates performance metrics and ensures SLAs are met.
• Responsible for service and quality improvement.
• Handles escalations, identifies problems and liaises with relevant stakeholders to solve complex issues.
• Observe service desk operation techniques and processes to assess effectiveness and implement improvements.

Good-to-Have Skills:

• Submits necessary reports.
• Actively contributes to shift-left, innovation and automation opportunities.
• Ensures compliance with all contractual and regulatory standards.
• ITIL Foundation certified.
• At least one year of experience leading teams in an offshore technical service desk function.
• Experience working with multinational and multilingual teams across several time zones.
• SDI or HDI certification.
• Technical experience in the omnichannel cloud contact centre as a service.
  Certification in Microsoft 365, desktop operating systems, Active Directory, and/or Computer networks.