Capgemini Junior Service Centre Analyst - Service Centre Analyst 1 in Pensacola, Florida

About Capgemini

A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of 200,000 team members in over 40 countries. The Group reported 2017 global revenues of EUR 12.8 billion (about $14.4 billion USD at 2017 average rate).

Visit us at www.capgemini.com at http://www.capgemini.com/ . People matter, results count.

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.

Click the following link for more information on your rights as an Applicant - http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Job Responsibilities

Provide support in the following areas:

• Handling Trouble Tickets in the form of Calls/ Emails / Voice Mails

• Working experience on Service Now ITSM Tool.

• To maintain a high degree of customer service for all support queries and adhere to all service management principles.

• To take ownership of user problems and be proactive when dealing with user issues.

• Provide basic \ standard \ advanced problem resolutions

• Answering Basic “How to” user questions leveraging a knowledge base, job aides etc.

• Desktop/hardware Troubleshooting Skills/ Conceptual knowledge of Networking

• Knowledge of Standard Microsoft applications

• Provide support on basic Networking issues - Knowledge of VPN/Wireless/Office 365, Remote Desktop, MS Exchange.

• Basic troubleshooting of ERP (SAP, PeopleSoft)

Other support Activities

• Provide first level technical support for all systems, business services and applications supported by Client and used by the business units within the company through various interfaces

• Update technical and functional skills as the new technology is introduced

• Document incidents and service requests in the ticketing tool

• Analyze problems and initiating corrective actions as deemed by client processes and procedures

• Maintain ownership of the tickets until they are closed and update status

• Attend Team meetings

• Adherence to all Service levels defined

Job Responsibilities

Provide support in the following areas:

• Handling Trouble Tickets in the form of Calls/ Emails / Voice Mails

• Working experience on Service Now ITSM Tool.

• To maintain a high degree of customer service for all support queries and adhere to all service management principles.

• To take ownership of user problems and be proactive when dealing with user issues.

• Provide basic \ standard \ advanced problem resolutions

• Answering Basic “How to” user questions leveraging a knowledge base, job aides etc.

• Desktop/hardware Troubleshooting Skills/ Conceptual knowledge of Networking

• Knowledge of Standard Microsoft applications

• Provide support on basic Networking issues - Knowledge of VPN/Wireless/Office 365, Remote Desktop, MS Exchange.

• Basic troubleshooting of ERP (SAP, PeopleSoft)

Other support Activities

• Provide first level technical support for all systems, business services and applications supported by Client and used by the business units within the company through various interfaces

• Update technical and functional skills as the new technology is introduced

• Document incidents and service requests in the ticketing tool

• Analyze problems and initiating corrective actions as deemed by client processes and procedures

• Maintain ownership of the tickets until they are closed and update status

• Attend Team meetings

• Adherence to all Service levels defined

• Update Knowledge repository and participation in process improvement initiatives

Desired Experience

• 1-2 years in Call Center Industry, Help Desk / Service Desk

• Graduate in IT background with specialized courses in IT

• Working knowledge in ITIL environment

DESIRED ATTITUDE AND BEHAVIOUR

• Should be willing to learn under pressure situations

• Team Player, high in confidence

• Excellent Telephone manner and good customer service skills

• Excellent time management Skills. (Multi Tasking)

Required:

• Excellent Communication skills. (Written / Spoken Language – As per Region)

• Experience in Call Center Industry, Technical Help Desk / Service Desk

• Graduate in IT background with specialized courses in IT

• Working knowledge on Active Directory

• Desktop/hardware Troubleshooting Skills/ Conceptual knowledge of Networking

• Knowledge of Standard Microsoft applications

Desired:

• VPN/Wireless/Outlook / Office 365

• Remote Desktop

• MS Exchange

• ITIL Certified  

Candidates should be flexible / willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment.

Job: Programmer/Analyst

Organization: US IMS

Title: Junior Service Centre Analyst - Service Centre Analyst 1

Location: FL-Pensacola

Requisition ID: 040491