[Hiring] FBS Help Desk Analyst I @Capgemini

Role Description

Provides technical phone support for customers and conducts problem analysis for incidents involving moderately high complexity; escalates to and coordinates problem resolution with other IT groups and/or external vendors, as appropriate; maintains knowledge of supported sites standard equipment and technical environment, acts as technical representative to its customers; services ID requests for supported environment and grants access authority to applications and databases, as assigned.

• Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support.
• Acts as representative of technical services to its customers. Initiates, escalates or resolves problem tickets and/or service requests.
• Troubleshoots and resolves technical problems, escalates to support resources.
• Facilitates closure to problem ticket/service requests while meeting or exceeding defined service level expectations.
• Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate tools.
• Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.
• Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
• Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
• Must be able to provide clear, concise information through written and verbal communications.
• Provides comprehensive help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support.
• Conducts problem determination for incidents/problems involving medium to moderately high complexity using documented procedures and available tools.
• Using appropriate tools, escalates and coordinates problems to internal IT partners and external vendors.
• Take part in mentoring process.
• Comprehensive knowledge of all site standard equipment and facilities.
• Advanced knowledge of non-standard but commonly used products including escalation procedures.
• Is able to partner with internal IT operations and external vendors to solve technical problems.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree preferred or equivalent relevant business experience or certifications.
• 1+ year of helpdesk analyst experience plus related technical knowledge or experience.
• Fluent English.

Requirements

• IT Support and Troubleshooting.
• Software / Tool Skills:
• ServiceNow – Entry level (1-3 years) or equivalent:
• BMC Helix ITSM (Remedy)
• Cherwell Service Management (Ivanti Neurons for ITSM)
• Freshservice (by Freshworks)
• Jira Service Management (by Atlassian)
• Ivanti Service Manager
• ManageEngine ServiceDesk Plus
• SysAid
• TOPdesk
• SolarWinds Service Desk
• Zendesk for ITSM
• Nice to have:
• MS Office Suite - Entry Level (1-3 Years)
• AWS - Entry Level (1-3 Years)
• IT Hardware - Entry Level (1-3 Years)
• OneDrive - Entry Level (1-3 Years)
• Microsoft Edge - Entry Level (1-3 Years)
• Chrome Browser - Entry Level (1-3 Years)
• Intune - Entry Level (1-3 Years)
• IPhone Mobile - Entry Level (1-3 Years)
• OKTA - Entry Level (1-3 Years)
• Outlook - Entry Level (1-3 Years)
• MS Teams - Entry Level (1-3 Years)
• Azure - Entry Level (1-3 Years)

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.
• Career development and training opportunities.
• Dynamic and inclusive work culture within a globally renowned group.
• Private Health Insurance.
• Pension Plan.
• Paid Time Off.
• Training & Development.