1st Line IT Support Agent (English)

Capgemini; Austin (TX); On-site; USD 18,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Retirement benefits

Job summary

Capgemini in Austin seeks an analyst to provide 1st line technical support and efficient ticket handling. You will answer service desk calls, route issues to the right teams, and manage back-office requests, while monitoring system notifications and ensuring users stay informed about progress.

The role emphasizes strong communication, PC skills, and the ability to multitask under pressure within a collaborative team environment.

Qualifications

• Clear written and verbal communication abilities.
• Ability to manage and route tickets effectively.
• Strong time management and multitasking skills.
• Experience in account management or customer-facing roles.

Responsibilities

• Provide 1st line technical support.
• Answer calls to the service desk within the SLA.
• Assign calls to appropriate support teams.
• Handle back office requests as needed.
• Monitor and action Web Logged calls.
• Monitor Team Notifier and update calls.
• Complete User Admin and Account setups as required.
• Advise clients and teams on known issues and workarounds.
• Keep users updated on call/change progress.
• Work within Desk SLA constraints.

Skills

Written and verbal communications

Ticket management

Time management

Account Management

Tools

MS Office

Job description

Capgemini in Austin seeks an analyst to provide 1st line technical support and efficient ticket handling. You will answer service desk calls, route issues to the right teams, and manage back-office requests, while monitoring system notifications and ensuring users stay informed about progress.

The role emphasizes strong communication, PC skills, and the ability to multitask under pressure within a collaborative team environment.