Service Desk Analyst

CGI’s interview process typically starts with an online aptitude test followed by a technical interview focused on OS fundamentals, networking basics, and scenario‑based troubleshooting. The HR round assesses cultural fit, communication skills, and motivation. Candidates find the technical round moderate in difficulty but appreciate the clear expectations and friendly interviewers.

CGI promotes a collaborative culture where ownership and respect are core values. Employees enjoy flexible work arrangements, regular learning sessions, and clear pathways for internal growth, resulting in a healthy work‑life balance.

Graduates (B.Tech/B.E., B.Sc., BCA, or equivalent) in Computer Science, Information Technology, Electronics, or related streams. Minimum 60% aggregate (or CGPA 6.0/10). Must belong to the 2024 or 2025 batch. No active backlogs at the time of joining. Strong communication skills in English and willingness to work in client time zones.

Round 1: Online Aptitude Test (logical reasoning, quantitative, English) → Round 2: Technical Interview (core OS, networking, scenario‑based problem solving) → Round 3: HR Interview (behavioral fit, motivation, cultural alignment)

CGI is a global leader in IT and business consulting services with a strong presence in India. Founded in 1976, the company has grown to over 80,000 professionals worldwide, delivering end‑to‑end solutions across digital transformation, cloud, cybersecurity, and infrastructure management. In India, CGI operates multiple delivery centers, fostering a culture of ownership, collaboration, and continuous learning. The firm prides itself on creating an inclusive environment where fresh talent can grow alongside seasoned experts, leveraging global best practices while addressing local client needs. The Service Desk Analyst role (Associate Systems Engineer) is an entry‑level position designed for recent graduates who are eager to start a career in IT infrastructure support. As a first point of contact for internal and external users, you will be responsible for logging, diagnosing, and resolving incidents related to networks, operating systems, and virtualization platforms. The role demands strong analytical abilities, clear communication, and a willingness to work across different time zones to support CGI’s global clientele. Key Responsibilities: 1. Receive and acknowledge service requests and incidents via phone, email, or ticketing tool. 2. Perform initial triage, classify issues, and prioritize based on impact and urgency. 3. Troubleshoot Windows and Linux operating system problems, including login failures, software installations, and performance bottlenecks. 4. Diagnose basic networking issues such as IP conflicts, DNS failures, and connectivity problems. 5. Assist with virtualization platform queries (VMware/Hyper‑V) and guide users on VM provisioning. 6. Escalate complex tickets to senior engineers while providing detailed documentation of steps taken. 7. Maintain accurate records in the service desk tool, ensuring SLA compliance. 8. Participate in shift handovers and knowledge‑sharing sessions with the team. 9. Contribute to the creation of standard operating procedures and knowledge‑base articles. 10. Support telephony systems and ensure smooth operation of voice communication tools. Tech Stack: Windows Server, Linux (Ubuntu/CentOS), TCP/IP networking, VMware/Hyper‑V, ServiceNow or similar ticketing system, basic scripting (PowerShell/Bash), remote desktop tools, and VoIP telephony platforms. Growth Path: Starting as a Service Desk Analyst, high performers can progress to Senior Analyst, Incident Manager, or specialize in areas like Cloud Operations, Cybersecurity, or Infrastructure Architecture. CGI’s internal mobility program encourages cross‑functional moves, enabling analysts to acquire certifications (ITIL, CompTIA Network+, Microsoft Certified: Azure Fundamentals) and transition into consultancy or project‑lead roles. Why Join CGI: The company offers a structured onboarding program, mentorship from industry veterans, and exposure to multinational projects. Freshers benefit from a supportive learning ecosystem, competitive compensation, and clear career progression pathways. Moreover, CGI’s emphasis on work‑life balance, employee well‑being, and community involvement makes it an attractive destination for ambitious graduates.