Junior Desktop Analyst Jobs

Duration: 6+ months

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Job Duties and Responsibilities

• Any other duties as deemed necessary by account management teams
• Compliance of all mandatory trainings
• Escalates issues that are unable to be resolved within established guidelines to the appropriate group for proper corrective action
• 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.
• Accountable for maintaining defined call metrics to the highest level. Number of Tickets Resolved, Average Call Wait Times, Average Handle Time, etc.
• Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice-based phone service
• Use of Remote Tools to take control of customers PC/workstation for investigating probable causes of problem
• Accountable for accurate weekly Project Time Reporting. Utilizing correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days
• Maintaining Login Hours based on contractual Service Level Agreements
• Utilizing basic troubleshooting processes, validating the issue, recording critical details in ticketing system, utilizing Knowledge Base articles

Job Expectations

• Typing speed of 50 wpm or higher
• Experience with remote access software
• Strong focus on high client satisfaction
• Experience working with Point of Sale (POS) systems
• Ability to work well in a team-based, fast paced/multitasking environment
• Plus
• Highly self-motivated and directed
• Ability to effectively multitask, prioritize and execute tasks in a high-pressure environment
• Active listener, demonstrate empathy
• Strong written and oral communication skills, English-speaking skills, bilingual a plus
• Basic network troubleshooting skills
• Knowledge of basic computer operations, and basic computer troubleshooting skills
• Experience with ticketing systems
• Basic knowledge of computer peripherals, and peripheral troubleshooting skills (receipt printers, cashless payment devices, scanners, etc.)
• 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 in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles
• Entry Level 2 years work experience supporting customers remotely in a technical environment

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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 over 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion.