Service Desk Analyst

Capgemini; Austin (TX); On-site; USD 123,000 - 191,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement benefits

Job summary

Capgemini is seeking a technical support agent to assist users with moderately complex computer issues. You will guide customers over the phone, diagnose software and hardware problems, and escalate highly complex cases as needed.

You will follow up to ensure timely resolutions, log inquiries in our incident system, and help the team meet SLA targets while delivering excellent customer service.

Qualifications

• 1–2 years in Client Services, Customer Service, Help Desk or Technical Support.
• Knowledge of Office 365 and ITSM tools (Remedy preferred).
• Ability to diagnose basic hardware and software issues and provide guidance.
• Strong written and verbal communication with a focus on customer satisfaction.

Responsibilities

• Provide technical support to users for moderately complex computer related problems.
• Communicate technical issues over the phone to a variety of customers.
• Assist the customer in resolving technical problems by providing guidance regarding software and hardware problems.
• Resolve or refer highly complex technical problems as appropriate.
• Follow up with customers to ensure inquiries are resolved within the contracted time frame.
• Log and track inquiries using an incident management database and maintain history records.
• Identify customer problems and complaints to ensure inquiries are resolved.
• Assist with KPI performance and ensure the team hits SLA targets.
• Demonstrate excellent customer service and willingness to go the extra mile.

Skills

Basic networking

Communication skills

Office 365

Customer service

ITSM tools

Tools

Remedy

Job description

State of Georgia has strict background requirements including fingerprints.

Provide technical support to users for moderately complex computer related technical problems.

Communicate technical issues over the phone to a variety of customers

Assists the customer in resolving technical problems by providing guidance regarding software and hardware problems.

Resolve or refer highly complex technical problems as appropriate.

Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.

Log and track inquiries using an incident management database and maintains history records and related problem

documentation.

Identify customer problems and complaints to ensure that inquiries are successfully resolved.

Assist with KPI performance and ensure the team overall hits its associated SLA targets

Excellent customer service skills and willingness to go the extra mile helping customers

basic networking

Excellent oral and written communication skills

High degree of responsibility, commitment and dependability

Knowledge of Office 365

1-2 years previous experience in Client Services, Customer Service, Help Desk or Technical Support role

ITSM tool usage (preferably Remedy)

Training days will be Monday – Friday from 8:30 AM – 4:30 PM

Please ensure agents arrive no earlier than 8:25 AM on Training Start Date

Candidates will not be allowed to enter the building without their badge and the person who does this arrives at 8:30 AM

Agents who miss more than 2 days of training total will be separated from the contract due to excessive attendance issues

Agents must adhere to the dress code beginning on day one

None of these positions are slated to work from home

Be able to work any shift starting at 6 AM and be available to work weekends

Additional hours will be available when business needs dictate

The pay range that the employer in good faith reasonably expects to pay for this position is $88.76/hour - $138.69/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.

Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.