Technical Support Analyst

Job description :

Tuesday – Saturday 2nd Shift 2:00 PM – 10:00 PM EDT

In office position 3-4 days a week (hybrid based on performance)

Candidates must be local to Tampa, FL

The Junior Desktop Analyst 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 escalating problems for resolution. Expectation is to provide an elevated 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.

Job Duties and Responsibilities:

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.

Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice-based phone service.

Utilizing basic troubleshooting processes, validating the issue, recording critical details in ticketing system, utilizing Knowledge Base articles. Use of Remote Tools to take control of customer’s PC/workstation for investigating probable causes of problem.

Escalates 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. Utilizing correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days. Compliance of all mandatory trainings .Any other duties as deemed necessary by account management teams

Plus

• Basic network troubleshooting skills • Experience working with Point of Sale (POS) systems • Experience with ticketing systems • Experience with remote access software • 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 supporting customers remotely in a technical environment • Entry Level – 2 years’ work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles

Key Responsibilities:

Strong focus on high client satisfaction

Strong written and oral communication skills, English-speaking skills, bilingual a plus

Ability to work well in a team-based, fast paced/multitasking environment

Ability to effectively multitask, prioritize and execute tasks in a high-pressure environment

Active listener, demonstrate empathy

Required Skills:

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 directed

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

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. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get The Future You Want | www.capgemini.com

Disclaimer

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

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.

Job: Programmer/Analyst

Organization: NA APPS LOC PRACTICE

Title: Technical Support Analyst

Location: FL-Tampa

Requisition ID: 076863

Other Locations: US-GA-Atlanta