Junior Desktop Analyst - Service Desk Technician

9:00 AM -5:30 PM EST, Monday thru Friday
This is not a Hybrid Role but potential for one Work from Home Day
French speaking 
Candidates must be local to Milford, CT.

Job Description  
The Junior Desktop Analyst plays a critical role in providing technical assistance to client end-users for software applications, hardware/devices, logging and tracking service call details in ticketing systems, and escalating problems for resolution. Expectation is to provide an elevated level of customer service, attempt to resolve issues in a single interaction (ideally first contact resolution), and to be an ambassador of Capgemini 7 Core Values: Honesty, Boldness, Trust, Freedom, Fun, Modesty, and Team Spirit.  
Role is based at assigned client location with a requirement of reporting onsite during normal business hours, Monday through Friday unless otherwise scheduled in support of client demand. If there is not a local client location, the same requirement will be extended for reporting into the local Capgemini Delivery Center as outlined.  
Junior Desktop Analyst role reports up to the account Team Lead. Essential functions and core job fundamental includes: 
Job Duties and Responsibilities 
In this role, verbal and written communication skills are just as important as technical competency. Customer focus and patience are also essential for successfully performing this role. Junior Desktop Analyst are expected to regularly increase their core competencies with internal knowledge transfer and formal and informal training opportunities. 
Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice-based phone service 
Utilizing basic troubleshooting processes, validating the issue, recording critical details in ticketing system, utilizing Knowledge Base articles  
Use of Remote Tools to take control of customer's PC/workstation for investigating probable causes of problem 
Escalates issues that are unable to be resolved within established guidelines to the appropriate group for proper corrective action 
Accountable for maintaining defined call metrics to the highest level. Number of Tickets Resolved, Average Call Wait Times, Average Handle Time, etc.  
Maintaining Login Hours based on contractual Service Level Agreements 
Accountable for accurate weekly Project Time Reporting. Utilizing correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days 
Compliance of all mandatory trainings 
Any other duties as deemed necessary by account management teams 
Job Expectations 
Strong focus on high client satisfaction  
Strong written and oral communication skills, English-speaking skills, bilingual a plus 
Ability to work well in a team-based, fast paced/multitasking environment 
Ability to effectively multitask, prioritize and execute tasks in a high-pressure environment 
Active listener, demonstrate empathy 
Knowledge of basic computer operations, and basic computer troubleshooting skills 
Basic knowledge of computer peripherals, and peripheral troubleshooting skills (receipt printers, cashless payment devices, scanners, etc.) 
Typing speed of 50 wpm or higher 
Highly self-motivated and directed 
Plus 
Basic network troubleshooting skills 
Experience working with Point of Sale (POS) systems 
Experience with ticketing systems 
Experience with remote access software 
Bilingual (Speak/Read/Write) 
Qualifications 
Highschool Diploma or GED (General Educational Development), some college preferred but not required. The ideal candidate will have a minimum of 1-2 years applicable experience.  
Entry Level - 2 years' work experience supporting customers remotely in a technical environment 
Entry Level - 2 years' work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles"""
 

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

 

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.

Role Descriptions:                     This role is to work as part of the Capgemini team providing Desktop Support. The successful candidate will also need to work flexibly as part of the Remote Desktop Support team, dealing with Incidents and other miscellaneous tasks as and when required.     Day to Day responsibilities:
Delivering the technical tasks within defined timescales and to standards agreed in relevant Service Level Agreements with client;
Meeting various other Quality KPIs like UAT First Time Pass, Zero Downtime etc, wherever applicable;
Strict adherance to standard technical processes/practices followed for the corresponding services;
Must get each piece of work peer-reviewed/QA'ed thoroughly before the actual delivery;
Undergo required technical and soft-skills trainings;
Learning the technologies that are used for day-to-day delivery;
Adapt and follow Capgemini working culture.     Qualification: Bachelor's degree and/or required years of experience
1 year of experience, Graduate in IT (preferably)
Should have baseline skills in Technology Application, Problem Diagnosis & Solution and Technical Process Expertise    

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 

About Capgemini
With 270,000 women and men in nearly 50 countries, Capgemini is a responsible and multicultural global leader. Its purpose: unleashing human energy through technology for an inclusive and sustainable future. As a strategic partner to companies, Capgemini has harnessed the power of technology to enable business transformation for more than 50 years. The Group addresses the entire breadth of business needs, from strategy and design to managing operations. To do this, it relies on deep industry expertise and its command of fast evolving fields such as cloud, data, artificial intelligence, connectivity, software, digital engineering and platforms. In 2020, Capgemini reported global revenues of 16 billion.

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