Junior Desktop Analyst

Capgemini
Job LocationUS
Job TagFull Time
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Tampa, FL

Description:

Capgemini is looking for Junior Desktop Analyst to join us fulltime in Tampa, FL. .

2rd Shift 2:00 PM – 10:00 PM EDT
Sunday – Thursday2:00 PM -10:00 PM EDT
In office position 3-4 days a week (hybrid based on performance)
Candidates must be local to Tampa, FL.

Responsibilities:

  • Provide 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
  • Provide best-in-class customer service, problem resolution and technical fix to customer queries over the voice-based phone service
  • Applying basic troubleshooting processes, validating the issue, recording critical details in system, applying Knowledge Base articles
  • Use of Remote Tools to take control of customer’s PC/workstation for investigating probable causes of problem
  • Calls out issues that are unable to be resolved within established guidelines to the appropriate group for accurate 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

Qualifications:

  • • Highschool Diploma or GED ( or equivalent experience). The ideal candidate will have a minimum of 1-2 years applicable experience. Ability to work well in a team-based, fast paced/multitasking environment
    • Ability to optimally multitask, prioritize and complete tasks in a fast paced environment. Strong written and oral communication skills, English-speaking skills, bilingual a plus.
    • Proven focus on high client happiness
    • Basic computer operations, and computer solving skills. Knowledge of computer peripherals, and peripheral fixing skills (receipt printers, cashless payment devices, scanners, etc.)
    • Typing speed of 50 wpm or higher
    • Basic network fixing skills
    • Experience working with Point of Sale (POS) systems – Prefer
    • Experience with ticketing systems and remote access software -Prefer

Life at Capgemini:

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
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