CGI has opened hiring for the Service Desk Technician L1 Support role in Bangalore, India, targeting fresh graduates who want to begin their careers in IT support and enterprise technology operations. This role is ideal for candidates who enjoy problem-solving, customer interaction, and learning how large-scale IT environments function in real business settings.
About
CGI is a global IT and business consulting services company that works with clients across banking, healthcare, government, manufacturing, and technology sectors. Known for its structured processes, strong learning culture, and long-term career paths, CGI provides an excellent platform for freshers to build stable and scalable IT careers.
Role Overview – Service Desk Technician L1 Support
- Position: Service Desk Technician – L1 Support
- Location: Bangalore, India
- Experience Level: Freshers
- Qualification: Bachelor’s Degree (any stream, IT-related preferred)
- Employment Type: Full-time
- Domain: IT Support / Service Desk / Technical Operations
This is an entry-level role focused on providing first-line technical support to end users in a corporate IT environment.
Purpose of the Role
The primary objective of the Service Desk Technician L1 role is to act as the first point of contact for IT-related issues. L1 technicians ensure minimal disruption to business operations by quickly identifying, troubleshooting, and resolving common technical problems or escalating them to higher support levels when required.
Key Responsibilities
As a Service Desk Technician L1, your responsibilities typically include:
- Responding to IT support requests via phone, email, or ticketing systems
- Troubleshooting basic hardware, software, and network issues
- Resetting passwords and managing user access requests
- Installing, configuring, and supporting desktop applications
- Logging incidents and service requests accurately in ticketing tools
- Providing clear updates to users on issue status and resolution
- Escalating unresolved issues to L2/L3 support teams
- Following ITIL-based service management processes
- Maintaining documentation and knowledge base articles
These responsibilities help ensure smooth IT operations across the organization.
Technical Skills and Knowledge Required
To perform well in this role, candidates should have:
- Basic understanding of computer systems and operating systems (Windows preferred)
- Knowledge of MS Office and common enterprise applications
- Basic awareness of networking concepts (LAN, WAN, VPN – foundational level)
- Familiarity with ticketing tools or service desk concepts (good to have)
- Ability to troubleshoot common user issues logically
Prior hands-on experience is not mandatory, but foundational IT knowledge is important.
Professional and Soft Skills
CGI values strong professional behavior in customer-facing roles. Important skills include:
- Clear verbal and written communication
- Customer-focused mindset and patience
- Ability to work in shifts, if required
- Willingness to learn and follow structured processes
- Time management and multitasking ability
- Team collaboration and escalation discipline
These skills are critical for success in service desk and IT operations roles.
Who Should Apply
This role is well-suited for:
- Fresh graduates looking to start careers in IT support
- Candidates interested in enterprise IT environments
- Graduates with basic IT, computer science, or technical knowledge
- Individuals seeking stable, process-driven IT roles
- Candidates planning long-term careers in infrastructure, cloud, or cybersecurity
Even non-IT graduates with strong technical aptitude can succeed with proper training.
Work Environment and Learning Culture
CGI offers a structured and professional work environment. Service Desk Technicians receive:
- On-the-job training and process documentation
- Exposure to enterprise IT tools and global clients
- Clear escalation paths and role responsibilities
- Opportunities to learn ITIL, infrastructure, and support frameworks
The role emphasizes consistency, quality, and continuous improvement.
Career Growth and Progression
Starting as a Service Desk Technician L1 can lead to roles such as:
- L2 / L3 Technical Support Engineer
- Desktop Support or Infrastructure Engineer
- Network or Systems Administrator
- Cloud Support Engineer
- IT Service Management or IT Operations Analyst
Career growth depends on performance, certifications, and skill development.
Why This Role Is a Strong Career Start
- Entry point into global IT operations
- Exposure to enterprise-scale technology environments
- Stable role with long-term growth potential
- Strong foundation for infrastructure and cloud careers
- Opportunity to work with global clients and teams
How to Apply
Candidates should apply through CGI’s official career portal:
Ensure your resume highlights basic IT knowledge, communication skills, willingness to learn, and any relevant academic or certification exposure.
Final Career Insight
The CGI Service Desk Technician L1 Support role is an excellent starting point for freshers aiming to build long-term careers in IT. It provides structured learning, enterprise exposure, and a clear path into advanced technical and infrastructure roles, making it a smart and practical choice for early-career professionals.
