SUPPORT ANALYST

Position Description.
Job Summary.
As a Support Analyst, you will be responsible for providing technical assistance and support to internal or external customers.
You will troubleshoot problems and offer timely solutions to ensure smooth operations and customer satisfaction.
This role requires strong analytical skills, excellent communication abilities(both verbal and Written), and a customer-centric approach.
Key Responsibilities.
Technical Support.
Provide first-line technical support to end-users via various channels such as phone, email, chat, Issue Resolution.
Investigate and diagnose reported problems, analyze root causes, and implement solutions to resolve technical issues efficiently.
Escalate complex problems to appropriate teams or higher-level when necessary.
Documentation.
Maintain accurate records of support interactions, including details of inquiries, comments, and actions taken, using a ticketing system or other tracking tools.
Document troubleshooting procedures and solutions for future reference.
Continuous Improvement.
Contribute to the improvement of support processes, tools, and knowledge base to enhance the efficiency and effectiveness of support services.
Identify recurring issues and propose proactive measures to prevent or minimize future occurrences.
Team Collaboration.
Collaborate closely with other support analysts, technical specialists, and cross-functional teams to share knowledge, exchange best practices, and resolve complex problems collaboratively.
Required Skills and Qualifications.
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
Proven experience in technical support or a related customer-facing role.
Strong troubleshooting and problem-solving skills.
Excellent communication skills, both verbal and written.
Ability to work independently and collaboratively in a fast-paced environment.
Familiarity with ticketing tool Service Now Customer-focused attitude with a passion for delivering exceptional service.
Knowledge of database management systems Need good SQL knowledge and hands on experience Prefer ITIL trained, certified candidate or with support experience Prefer Good exposure to RPA tools Good knowledge on Supply chain domain Candidate should be able to provide L2 support and willing to work in rotational shifts Experience 6 to 8 yrs(8 yrs max) Hands on experience to check job logs for errors and monitor scheduled jobs.
Mainframe - Knowledge about mainframe screen Navigation will be added advantage.
Skills.
Analytical Thinking Mainframe ServiceNow Supply Chain Management Mainframe Enterprise Server Mainframe Enterprise Server What you can expect from us.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging.
Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life.
That’s why we call ourselves CGI Partners rather than employees.
We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value.
You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last.
You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.