Service Desk Analyst - B2B IT Support (Onsite Tampa)

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

Job summary

Capgemini in Tampa, FL seeks a Level 1 Service Desk Analyst to provide frontline IT support to retail business customers in a fast-paced B2B environment. You will handle high-volume inbound calls, troubleshoot common hardware, software, network, and access issues, and ensure timely resolution or escalation.

This onsite role requires 1–3 years in service/help desk, strong communication, Windows and MS Office knowledge, ticketing tool experience, and ITIL awareness.

Qualifications

• 1–3 years 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 and Microsoft Office applications.
• 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

Service Desk

Help Desk

Technical Support

Windows OS

Microsoft Office

ITIL processes

B2B support

Shift work

Education

ITIL v4 certification

Customer support training

Job description

Capgemini in Tampa, FL seeks a Level 1 Service Desk Analyst to provide frontline IT support to retail business customers in a fast-paced B2B environment. You will handle high-volume inbound calls, troubleshoot common hardware, software, network, and access issues, and ensure timely resolution or escalation.

This onsite role requires 1–3 years in service/help desk, strong communication, Windows and MS Office knowledge, ticketing tool experience, and ITIL awareness.