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Technical Support Analyst



IT, Customer Service
United States
Posted on Tuesday, July 2, 2024

Job Title: Desktop Support Analyst
Job Location: (Onsite) Shelton, CT

Job description:

Capgemini is looking for Technical Support Analyst, who will play a critical role in providing technical assistance to client end-users for software applications, hardware/devices, logging and tracking service call and advancing problems for resolution.

Key responsibilities:

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

• Using basic solve 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. Raises 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

Required Skills:

• 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 multitask, prioritize and implement tasks in a high-pressure environment.

• Active listener, demonstrate empathy and bilingual speaker.

• Typing speed of 50 wpm or higher

• Experience working with Point of Sale (POS) systems, ticketing systems and with remote access software.

Nice to have skills:

• Highschool Diploma or GED 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 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 leader in partnering with companies to transform and handle their business by harnessing the power of technology. The Group is guided every day by its purpose of fueling human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, motivated by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

Get The Future You Want | www.capgemini.com

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, we'd love to hear from you with your recruiting contact.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.
Please be aware that Capgemini may collect your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.