Experience:
1-3 years of experience
Concerned about your lack of experience? Learn More...
Employment Type:
Full time
Posted:
8/20/2017
Job Category:
Customer Service
See more jobs for students and recent grads who studied:
Tech Support Analyst
Capgemini | Connellsville, Pennsylvania
Tell Us More About Your Job Preferences
By telling us what you think of this job, we can help find jobs that match your interests. If you want to see more jobs like this, click on the smiley face. Or if this job isn't what you are looking for, click the frowny face. Learn More...

Follow This Company
Share

Job Description

Short Description

Knowledge & Qualifications/Experience required

• Good working knowledge and experience of Windows XP, Windows 7, Networking, Microsoft Office Suite, Microsoft Exchange and Active Directory.
• Any 4 Years Degree 
• A minimum of 1 years’ experience in IT Support/contact center.
• Excellent telephone manner and language communication skills
• A demonstrated focus on customer service excellence (Mandatory).
• Excellent communication skills
• Ability to take a leadership role in IT Incident escalations
• Ability to provide leadership in customer service and customer communication on behalf of the IT Team
• Demonstrated stakeholder engagement skills
• Target focused and results driven
• Strong business understanding and focus
• Demonstrated conflict management and resolution experience
• Self-motivated, with strong ability to work both in dependently and with teams and managers as appropriate.


Responsibilities and Accountabilities:

• Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels is met. 
• Improve efficiency and effectiveness of helpdesk activity by analyzing and proposing recommendations for improvement.
• Produce weekly and monthly statistics and performance reports
• Monitor and report on IT Security and Compliance
• Manage the Service Desk and staff to provide 1st level technical support; answering support queries via the telephone, using remote desktop tools or should the need arise attendance to users place of work
• Act as a further escalation point for unresolved or escalated calls
• Take overall responsibility for incident management and request fulfilment on the Service Desk.
• Ensure staff takes ownership of user problems and be proactive when dealing with user issues.
• Ensure all calls are logged in the Service Desk logging system.
• Allocate more complex calls to the relevant IT Support member to improve and check and analyze the skills of team members.
• Ensuring knowledge management systems and documentation are kept up to date
• Provide and continuously update a list of frequently asked questions (FAQs) regarding the Services
• Compile lists of FAQs where recommended solutions can be made available to Users to increase Users’ ability to resolve Incidents.
• Analyze Incident trends, and recommend and implement actions, to reduce Incidents
• Increase the Availability of self-help capability, such as through providing on-line FAQs and help documentation for common issues across Service Desks.

Qualifications

any 4 years degree.BE/Btech

 

Job Responsibilities

Knowledge & Qualifications/Experience required

• Good working knowledge and experience of Windows XP, Windows 7, Networking, Microsoft Office Suite, Microsoft Exchange and Active Directory.
• Any 4 Years Degree 
• A minimum of 1 years’ experience in IT Support/contact center.
• Excellent telephone manner and language communication skills
• A demonstrated focus on customer service excellence (Mandatory).
• Excellent communication skills
• Ability to take a leadership role in IT Incident escalations
• Ability to provide leadership in customer service and customer communication on behalf of the IT Team
• Demonstrated stakeholder engagement skills
• Target focused and results driven
• Strong business understanding and focus
• Demonstrated conflict management and resolution experience
• Self-motivated, with strong ability to work both in dependently and with teams and managers as appropriate.


Responsibilities and Accountabilities:

• Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels is met. 
• Improve efficiency and effectiveness of helpdesk activity by analyzing and proposing recommendations for improvement.
• Produce weekly and monthly statistics and performance reports
• Monitor and report on IT Security and Compliance
• Manage the Service Desk and staff to provide 1st level technical support; answering support queries via the telephone, using remote desktop tools or should the need arise attendance to users place of work
• Act as a further escalation point for unresolved or escalated calls
• Take overall responsibility for incident management and request fulfilment on the Service Desk.
• Ensure staff takes ownership of user problems and be proactive when dealing with user issues.
• Ensure all calls are logged in the Service Desk logging system.
• Allocate more complex calls to the relevant IT Support member to improve and check and analyze the skills of team members.
• Ensuring knowledge management systems and documentation are kept up to date
• Provide and continuously update a list of frequently asked questions (FAQs) regarding the Services
• Compile lists of FAQs where recommended solutions can be made available to Users to increase Users’ ability to resolve Incidents.
• Analyze Incident trends, and recommend and implement actions, to reduce Incidents
• Increase the Availability of self-help capability, such as through providing on-line FAQs and help documentation for common issues across Service Desks.

About Capgemini

Capgemini, one of the world's foremost providers of consulting, technology and outsourcing services, enables its clients to transform and perform through technologies. Capgemini provides its clients with insights and capabilities that boost their freedom to achieve superior results through a unique way of working - the Collaborative Business Experience - and through a global delivery model called Rightshore®, which aims to offer the right resources in the right location at competitive cost. Present in 36 countries, Capgemini reported 2007 global revenues of EUR 8.7 billion and employs over 83,000 people worldwide.

This company profile was created by AfterCollege and is about Capgemini. This page is not endorsed by or affiliated with Capgemini. For questions regarding company profiles, please email: care@aftercollege.com.