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Desktop Support Specialist

2 months ago

Austin, Texas, United States Capgemini Full time
Job Title: Junior Desktop Analyst

Location: Austin, TX

Travel: 25%

Job Summary

As a Junior Desktop Analyst at Capgemini, you will provide technical support to users for moderately complex computer-related technical problems. Your primary responsibility will be to communicate technical issues over the phone to a variety of customers, answer service desk telephones, and assist customers in resolving technical problems by providing guidance regarding software and hardware problems.

Key Responsibilities
  • Communicate technical issues over the phone to a variety of customers
  • Answer service desk telephones
  • Assist customers in resolving technical problems by providing guidance regarding software and hardware problems
  • Resolve or refer highly complex technical problems as appropriate
  • Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed-upon time frame
  • Log and track inquiries using an incident management database and maintain history records and related problem documentation
  • Identify customer problems and complaints to ensure that inquiries are successfully resolved
  • Assist with KPI performance and ensure the team overall hits its associated SLA targets
Requirements
  • Incident Management
  • Desired Skills: User Support, Service Desk
About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. We are a responsible and diverse group of 340,000 team members in more than 50 countries. With our strong over 55-year heritage, we are trusted by our clients to unlock the value of technology to address the entire breadth of their business needs.

We deliver end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by our market-leading capabilities in AI, cloud, and data, combined with our deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

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

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

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.