JOB DESCRIPTION

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.

Junior Desktop Analyst role reports up to the account Team Lead. Essential functions and core job fundamental includes:

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

Job Expectations

• 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
• 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

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.