Service Desk Tech L1

Position Description:

Job Title: Service Desk Analyst Night Shift (US Support) - ASE/SE (1to 2 years of international service desk experience)Location: Pune IndiaShift: Night Shift (24x7 Operations) 5 Days Working 2 Days Weekly Off WFOEmployment Type: Full-Time

Job Summary:
We are looking for a highly motivated and skilled Service Desk Analyst with expertise in call handling and ticket management. The ideal candidate should possess strong troubleshooting skills experience with ITSM tools and familiarity with US customer support in a 24x7 operational environment. Retail domain knowledge and certifications such as ITIL Google or AWS will be an added advantage.

Key Responsibilities:

Handle inbound calls and manage IT service requests and incidents efficiently
Create update and resolve tickets using tools such as ServiceNow BMC Remedy etc.
Provide support for client environments including AVDI Citrix and Windows-based systems
Perform basic Windows OS and network connectivity troubleshooting
Update and maintain Knowledge Base (KB) articles
Ensure shift adherence and active participation in shift handovers and team huddles
Collaborate with cross-functional teams for issue resolution
Support retail technologies such as POS systems pin pads MDM and virtual interfaces
Maintain high levels of customer satisfaction through professional communication and timely resolution


Required Skills:

Proven experience in a service desk/call center role handling US customers
Hands-on experience with ITSM tools like ServiceNow BMC Remedy
Familiarity with Citrix AVDI and Windows troubleshooting
Basic understanding of network connectivity (LAN/Wi-Fi/IP-related issues)
Excellent verbal and written communication skills
Ability to work in a night shift and rotational 24x7 schedule
Strong team collaboration and time management skills


Preferred Qualifications:

Experience in retail IT support (POS systems store environment virtual interfaces)
Certifications such as ITIL Foundation Google IT Support AWS Cloud Practitioner
Exposure to mobile device management platforms and tools

Skills:

• Incident Management
• Network
• Windows

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.