Service Desk Tech L1 Job Openings in Pune 2025!!!
CGI announced job vacancy for the post of Service Desk Tech L1. The place of posting will be at Pune, supporting opportunities aligned with service desk jobs in Pune. Candidates who have completed Graduate / Engineering / Post Graduate with Fresher / Experience are eligible to apply. More details about qualifications, job description and roles & responsibilities are as follows
Company Overview
| Name of the Company | CGI |
| Required Qualifications | Graduate |
| Skills | Excellent verbal and written communication skills |
| Category | Technical Support |
| Work Type | Onsite |
They are looking for a highly motivated and skilled Service Desk Analyst with expertise in call handling and ticket management as part of an IT service desk analyst role. The ideal candidate should possess strong troubleshooting skills, experience with ITSM tools, and familiarity with US customer support in a 24×7 operational environment. Retail domain knowledge and certifications such as ITIL, Google, or AWS will be an added advantage.
Job Details
Θ Positions: Service Desk Tech L1
Θ Job Location: Pune
Θ Salary: As per company standards
Θ Job Type: Full Time
Θ Requisition ID: J0925-1285
Roles and Responsibilities:
- Handle inbound calls and manage IT service requests and incidents efficiently in a technical support analyst position
- 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 & Qualifications:
- 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 24×7 schedule
- Strong team collaboration and time management skills aligned with an L1 service desk career
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
- Analytical Thinking
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