Service Desk Analyst

Capgemini • Austin, TX

19h • Onsite

About The Position

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.

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), depending on grade: Vacation: 12-25 days
• Company paid holidays
• Personal Days
• Sick Leave
• Medical, dental, and vision coverage
• 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