Name: CGI
Job Details
Education: B.E/B.Tech/MCA/Others
Experience: 0.6 - 3 Years
Job Location: Bangalore/Chennai
Job Description
Associate System Engineer
Candidate should possess any degree from a recognized university.
Respond to requests for technical assistance, research reported incidents using available
information resources
The primary role is to diagnose, troubleshoot and resolve incidents or service requests reported
by the Client (via call, email, chat or through a web portal).
Appropriate use of available tools (remote takeover, knowledge base, ticketing tool, communication tools) / Diagnose and resolve technical hardware and software issues
Log all service desk contacts within the incident management tool
Document all troubleshooting steps and resolution activities within the incident management tool
/ Follow standard help desk procedures
Assign non-resolved incidents or service requests to the appropriate support team
Proper assignment of tickets (ticket coding and ‘assign to' groups)
Ticket Follow-Up: Daily monitoring and action of individual queues
Identify and escalate incidents requiring urgent attention and action
Stay current with system information, changes and updates
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