Junior Desktop Analyst - Shelton, United States - Capgemini

Capgemini Shelton, United States

3 weeks ago

Technology / Internet

Description

Hi there,

Hope you are doing good

Capgemini is hiring below position if you are interested Please apply here

Junior Desktop Analyst - Junior Desktop Analyst

Location: (Onsite) Shelton, CT

FullTime

Job Description

The Junior Desktop Analyst plays a critical role in providing technical assistance to client end-users for software applications, hardware/devices, logging and tracking service call details in ticketing systems, and escalating problems for resolution. Expectation is to provide an extreme level of customer service, attempt to resolve issues in a single interaction (ideally first contact resolution), and to be an ambassador of Capgemini 7 Core Values: Honesty, Boldness, Trust, Freedom, Fun, Modesty, and Team Spirit.

Key Responsibilities:

In this role, verbal and written communication skills are just as important as technical competency. Customer focus and perseverance are also crucial for successfully performing this role. They are expected to regularly increase their strengths with internal knowledge transfer and formal and informal training opportunities.

• Provide best-in-class customer service, problem resolution and technical fix to customer queries over the voice-based phone service

• Applying basic troubleshooting processes, validating the issue, recording critical details in ticketing system, using Knowledge Base articles

• Use of Remote Tools to take control of customer's PC/workstation for investigating probable causes of problem

• Brings up issues that are unable to be resolved within established guidelines to the appropriate group for proper corrective action

• Accountable for maintaining defined call metrics to the highest level. Number of Tickets Resolved, Average Call Wait Times, Average Handle Time, etc.

• Maintaining Login Hours based on contractual Service Level Agreements

• Accountable for accurate weekly Project Time Reporting. Using correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days

• Compliance of all required trainings

• Any other duties as deemed vital by account management teams

Job Expectations

• Proven focus on high client happiness

• Strong written and oral communication skills, English-speaking skills, bilingual a plus

• Ability to work well in a team-based, fast paced/multitasking environment

• Ability to effectively multitask, prioritize and complete tasks in a high-pressure environment

• Active listener, demonstrate kindness

• Knowledge of basic computer operations, and basic computer fix skills

• Basic knowledge of computer peripherals, and peripheral fix skills (receipt printers, cashless payment devices, scanners, etc.)

• Typing speed of 50 wpm or higher

• Highly self-motivated and directed

Plus

• Basic network fix skills

• Experience working with Point of Sale (POS) systems

• Experience with ticketing systems

• Experience with remote access software

• Bilingual (Speak/Read/Write)

Qualifications

Highschool Diploma or GED some college preferred but not required. The ideal candidate will have a minimum of 1-2 years applicable experience.

• Entry Level – 2 years' work experience supporting customers remotely in a technical environment

• Entry Level – 2 years' work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support role

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

Flexible work

Healthcare including dental, vision, mental health, and well-being programs

Financial well-being programs such as 401(k) and Employee Share Ownership Plan

Paid time off and paid holidays

Paid parental leave

Family building benefits like adoption assistance, surrogacy, and cryopreservation

Social well-being benefits like subsidized back-up child/elder care and tutoring

Mentoring, coaching and learning programs

Employee Resource Groups

Disaster Relief

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

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