Posted by Capgemini SE is a French multinational corporation that provides consulting, technology, professional, and outsourcing services. It is headquartered in Paris, France. Capgemini has over 270,000 employees in over 40 countries, of whom nearly 120,000 are in India.
Desktop Analyst/IT helpdesk /Consultant with Italian
Job Description:
Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
Provide helpdesk support and resolve problems to the end user’s satisfaction
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients etc.
Knowledge of commonly-used concepts, practices, and procedures for end user technical support
Identify and escalate priority issues per Client specifications
Perform advanced troubleshooting and Redirect problems to appropriate resource
Registering an incident and / or Service Request reported via email /phone in the ITSM Tool
Responsible for the calls and emails
Tracks the progress of owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary.
Team player with ability to work under pressure
Fluency in English and Italian mandatory
Flexible to work in Shifts (24×7)
Must be able to learn and support new and quickly-changing technologies
Familiarity with a wide range of standard office automation products
Sound demonstrated knowledge of Service Desk procedures and process
Ability to prioritize workload to best meet customer requirements
Recruitment process for this position and onboarding trainings are conducted online