Technical Support Analyst

at  Capgemini

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 bringing up 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.

REQUIRED SKILLS

• The ideal candidate will have a minimum of 1-2 years applicable experience.
• Entry Level – 2 years’ work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support role.
• 2 years’ work experience supporting customers remotely in a technical environment
• Highschool Diploma or GED some college preferred but not required.
• Proven focus on high client happiness
• Bilingual in Spanish & English (Speak/Read/Write)
• Strong written and oral communication skills
• Ability to work well in a team-based, fast paced/multitasking environment
• Ability to optimally 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
• This is an onsite role – no remote work

Plus

• Basic network fix skills
• Experience working with Point of Sale (POS) systems
• Experience with ticketing systems
• Experience with remote access software

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