Service Desk Analyst

Capgemini • Austin, TX

2d • $42,784 - $97,940 • Onsite

About The Position

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Requirements

• Excellent customer service skills and willingness to go the extra mile helping customers
• Windows support
• Basic networking
• Excellent oral and written communication skills
• High degree of responsibility, commitment and dependability
• Knowledge of Office 365
• 1-2 years previous experience in Client Services, Customer Service, Help Desk or Technical Support role
• ITSM tool usage (preferably Remedy)

Responsibilities

• Provide technical support to users for moderately complex computer related technical problems.
• Communicate technical issues over the phone to a variety of customers
• Answer service desk telephones
• Assists the customer in resolving technical problems by providing guidance regarding software and hardware problems.
• Resolve or refer highly complex technical problems as appropriate.
• Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
• Log and track inquiries using an incident management database and maintains history records and related problem documentation.
• Identify customer problems and complaints to ensure that inquiries are successfully resolved.
• Assist with KPI performance and ensure the team overall hits its associated SLA targets

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed