Service Desk Technician

Job description:

The Service Desk Technician 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 bringing up problems for resolution. Expectation is to provide an extreme 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.  
The role reports up to the account Team Lead. 

Key Responsibilities:

In this role, verbal and written communication skills are just as important as technical competency. Customer focus and perseverance are also crucial for optimally performing this role. Candidates are expected to regularly increase their strengths 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 
   Using basic troubleshooting processes, validating the issue, recording critical details in ticketing system, applying Knowledge Base articles  
   Use of Remote Tools to take control of customer's PC/workstation for investigating probable causes of problem 
   Brings up 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. Using correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days 
   Compliance of all required trainings 
   Any other duties as deemed vital by account management teams 

Required Skills:

   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 
  2 years' work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles
   Ability to work well in a team-based, fast paced/multitasking environment 
   Ability to optimally multitask, prioritize and complete tasks in a high-pressure environment 
   Active listener, demonstrate emotional intelligence 
   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 advised 
   Should be able to work onsite

Plus 
   Basic network troubleshooting skills 
   Experience working with Point of Sale (POS) systems 
   Experience with ticketing systems 
   Experience with remote access software 
   Bilingual - French (Speak/Read/Write) 

#LI-MS2 #LI-ONSITE

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer: 

• Flexible work 
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays 
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups 
• Disaster Relief

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of 22 billion.

Get The Future You Want | www.capgemini.com

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. 

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

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

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.