Description:

CGI is hiring a motivated and detail-oriented Service Desk Analyst to support their international clients, especially from the US. If you have 1 to 2 years of experience in IT support and are comfortable working in a 24x7 operational setup, this could be the right role for you.

You’ll be working during night shifts (US time zones) and will be the first point of contact for resolving technical issues. This includes handling calls, managing IT service tickets, supporting Windows systems, and working with tools like ServiceNow or BMC Remedy. Experience in retail environments and technologies like POS systems, Citrix, or AVDI will give you an edge.

If you're someone who enjoys solving problems, communicating clearly, and wants to grow in a global tech consulting firm, this role is worth exploring.

Key Responsibilities:

• Handle inbound technical support calls and create service tickets.
• Update, troubleshoot, and resolve incidents using ITSM tools like ServiceNow or BMC Remedy.
• Provide basic troubleshooting for Windows systems, network connectivity, and virtual environments (Citrix, AVDI).
• Support retail tech systems like POS, pin pads, mobile device platforms, and store devices.
• Actively participate in shift handovers, team huddles, and ensure proper documentation in Knowledge Base.
• Collaborate with global teams to ensure timely ticket resolution and high customer satisfaction.

Key Technical Skills:

Incident Management, Windows OS, Network Troubleshooting, ITSM (ServiceNow/BMC Remedy), Citrix, AVDI, POS Support

Requirements:

• 1 to 2 years of hands-on service desk experience, preferably in a US-support environment.
• Practical experience with ITSM tools like ServiceNow, BMC Remedy.
• Good understanding of Citrix, AVDI, and Windows troubleshooting.
• Familiarity with basic network concepts (LAN/Wi-Fi/IP).
• Excellent communication skills (written and verbal in English).
• Ability to work night shifts and adapt to a rotating 24x7 schedule.
• Strong collaboration and time management skills.

Preferred Qualifications:

• Experience in supporting retail IT (POS systems, store devices).
• Certifications like:

1. ITIL Foundation
2. Google IT Support
3. AWS Cloud Practitioner

• Exposure to Mobile Device Management (MDM) platforms.