Level 1 IT Service Desk Specialist (B2B)

Capgemini; Atlanta (GA); On-site; USD 30,000 - 69,000; Full time

Job summary

Capgemini in Tampa, FL is seeking a Level 1 Service Desk Analyst to provide frontline IT support for retail business customers in a fast-paced environment. You will handle high-volume inbound calls, troubleshoot issues, and escalate where needed while delivering professional customer service.

You will log and track incidents, use ITIL-based processes, and maintain documentation. Candidates should have 1–3 years in service desk roles, strong communication, Windows/Microsoft Office skills, and

Qualifications

• 1 to 3 years of experience in a Service Desk, Help Desk, or Technical Support role.
• Experience supporting customers in a B2B environment.
• Strong verbal and written communication skills.
• Knowledge of Windows operating systems, Microsoft Office applications, and basic networking concepts.
• Familiarity with ticketing tools and service management platforms.
• Understanding of ITIL processes; ITIL v4 certification/knowledge preferred.
• Ability to work in rotational shifts and a high-call-volume environment.

Responsibilities

• Provide Level 1 technical support to retail customers via phone, email, and ticketing systems.
• Handle back-to-back inbound support calls throughout the shift.
• Log, track, and manage incidents and service requests in accordance with defined SLAs.
• Troubleshoot common hardware, software, network, and access-related issues.
• Escalate unresolved incidents to appropriate support teams.
• Follow ITIL-based incident, request, and problem management processes.
• Maintain accurate documentation of customer interactions and resolutions.
• Deliver a high level of customer satisfaction through professional communication and support.

Skills

Strong verbal and written comms

Customer service mindset

Ability to work in high-call-volume

Education

ITIL v4 certification/knowledge preferred

Tools

Windows OS

Microsoft Office

Ticketing tools

Job description

Capgemini in Tampa, FL is seeking a Level 1 Service Desk Analyst to provide frontline IT support for retail business customers in a fast-paced environment. You will handle high-volume inbound calls, troubleshoot issues, and escalate where needed while delivering professional customer service.

You will log and track incidents, use ITIL-based processes, and maintain documentation. Candidates should have 1–3 years in service desk roles, strong communication, Windows/Microsoft Office skills, and