Job Description
2rd Shift 2:00 PM - 10:00 PM EDT
Tuesday - Saturday (Sunday & Monday off days)
In office position 3-4 days a week (hybrid based on performance)
Candidates must be local to Tampa, FL.
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 bringing up problems for resolution. Expectation is to provide an elevated 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.
Role is based at assigned client location with a requirement of reporting onsite during normal business hours, Monday through Friday unless otherwise scheduled in support of client demand. If there is not a local client location, the same requirement will be extended for reporting into the local Capgemini Delivery Center as outlined.
Junior Desktop Analyst role reports up to the account Team Lead. Essential functions and core job fundamental includes:
Key Responsibilities
Job Duties and Responsibilities
In this role, verbal and written communication skills are just as important as technical competency. Customer focus and patience are also crucial for successfully performing this role. Junior Desktop Analyst are expected to regularly increase their core proficiencies 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
• Using basic fixing processes, validating the issue, recording critical details in ticketing system, applying Knowledge Base articles
• Use of Remote Tools to take control of customer’s PC/workstation for investigating probable causes of problem
• Calls out 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. Applying correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days
• Compliance of all required trainings
• Any other duties as deemed necessary by account management teams
Required Skills
• Proven focus on high client satisfaction
• 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 empathy
• Knowledge of basic computer operations, and basic computer fixing skills
• Basic knowledge of computer peripherals, and peripheral fixing skills (receipt printers, cashless payment devices, scanners, etc.)
• Typing speed of 50 wpm or higher
• Highly self-motivated and directed
Plus
• Basic network fixing 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 (General Educational Development or equivalent experience), 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, Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles
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
Location: United States
Posted: Aug. 16, 2024, 4:17 a.m.
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