Job Description

JOB REQUIREMENTS

• Help Desk or PC related work experience
• Experience in Windows System, Retail, of the shelf Retail Applications, PoS based
• Successfully met all Level-3 EPOS Technician performance accountability objectives.
• Proven expertise and efficiency in support of Radiant and VeriFone POS systems.
• General knowledge of Retail Domain business and applications
• Strong understanding of store systems and operations environments.
• In-depth knowledge of Help Desk Functions, process and procedures and quality of service measurement.
• Excellent process flow modeling and documentation skills.
• Knowledge of problem tracking and other Help Desk tools.
• Good analytical and problem resolution skills, verbal and written communication skills, organizational and time management skills, customer service and interpersonal skills, and customer focus.

KEY RESPONSIBILITIES

• Receives and resolves dispatched problem tickets from Level-3 EPOS Technicians.
• Provides assistance/coaching to Level-2 EPOS Technicians when needed.
• Provides timely support to onsite technicians at store locations.
• Analyzes and attempts to resolve issues without further escalation.
• Properly updates the corresponding problem ticket and either escalates the ticket further, or updates the resolution information and resolving Tasks/Incidents within targeted SLAs.
• Performs root-cause analysis using detailed analysis of reported, persistent problems, and work closely with Retail Systems in order to proactively eliminate problems before they occur.
• Works with Retail Systems and other departments as directed, to support related projects and activities.
• Works with the Training Lead to identify, create, and test new knowledge resources with the intent to improve first call resolution at the EPOS Support level.
• Work as a second line remote desktop support for in-house and external clients
• Accept incoming tickets within the response SLA
• Diagnose and provide proper technical resolution to operating system, software and application related issues
• Technically escalate the tickets which requires further investigation to the third line support teams
• Work effectively to update the knowledge base with known errors/workarounds.
• Closely monitor the recurrence of incidents and raise problem tickets as necessary
• Update the tickets promptly on a regular basis
• Identify and escalate situations requiring urgent attention

Prerequisites:
ITIL foundation certified.

Preferred:
Certification in Microsoft 365, desktop operating systems, Active Directory, and/or Computer networks.

Work Environment: 24X7 operation, late night work.
Location: Bangalore
Insights you can act on

While technology is at the heart of our clients\xe2\x80\x99 digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees \xe2\x80\x9cmembers\xe2\x80\x9d because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today\xe2\x80\x94one of the world\xe2\x80\x99s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI\xe2\x80\x94where your ideas and actions make a difference.
Your future duties and responsibilities

Required qualifications to be successful in this role