Capgemini is a global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50 year heritage and deep industry-specific expertise,
Service Center Analyst 1 – Help Desk Analyst
1. Provides entry level Tier 1 technical support across all platforms and environments for internal and external clients. Technology issues include password resets, and issues with faxes, software, hardware, and telephones. Software and applications include vendor and internally developed products.,
2. Receives initial client contacts (telephone, email, etc.). Reports and tracks client technology problems, inquiries, and related requests. Responds accurately and promptly to incoming contacts. Collects required data and logs detailed client contact in the IT Problem Management database record.,
3. Identifies problem and resolves target percentage of initial client contacts. Determines severity of unresolved issues and escalates issues accordingly. Updates records to reflect status changes.
Contact with user via phone and mail, gather all the additional information on an incident as per KM, troubleshooting and resolving users technical issues.
Providing IT support to all respective clients in relevant language. Acting as single point of contact for users, logging and managing contacts (calls, web chat, e-mails and others) within SLA, building good relations with end users and good perception of Service Desk operations.
Escalate and assign tasks to the 2nd line and other resolving teams.
Delivering the data and input for the Operation Review Customer Satisfaction Survey Management
Proactively gathering voice of the customer for the negatively scored cases Daily Customer/Supplier Window meetings
Reporting occurring live issues during daily meetings
Delivering updates on the A3 progress
Delivering updates on the E2E resolution time reduction for the owned cases
Qualification: 0-1 years of experience;
Bachelor Degree and/or required years of experience