FBS Help Desk Analyst I

3 days, 18 hours ago
Full-time
Junior
Customer and Technical Support
Capgemini

Capgemini

Capgemini is a global leader in consulting, technology services, and digital transformation, empowering businesses with innovative solutions and expertise to thrive in a rapidly evolving market.

Internet Software & Services
100K+
Founded 1967
$93M raised

Description

  • Provide technical phone support for customers and resolve or triage incidents and service requests.
  • Perform 1st-level problem determination using documented procedures and available tools.
  • Troubleshoot hardware, software, network/mainframe connectivity, and application issues.
  • Escalate and coordinate unresolved issues with internal IT teams and external vendors.
  • Maintain accurate documentation of issues, status updates, and resolution activities in ticketing systems.
  • Facilitate closure of problem tickets and service requests while meeting service level expectations.
  • Respond to service requests in a timely, accurate, and professional manner through approved channels.
  • Maintain current knowledge of supported sites, standard equipment, technical environment, and support policies.
  • Serve as a technical representative to customers and partner with IT operations to solve technical problems.
  • Participate in mentoring activities as needed.

Requirements

  • High school diploma or equivalent required.
  • Bachelor’s degree preferred, or equivalent relevant business experience or certifications.
  • 1+ year of help desk analyst experience plus related technical knowledge or experience.
  • Fluent English is required.
  • Experience with IT support and troubleshooting.
  • Hands-on experience with ServiceNow or equivalent ITSM tools such as BMC Helix ITSM, Cherwell, Freshservice, Jira Service Management, Ivanti Service Manager, ManageEngine ServiceDesk Plus, SysAid, TOPdesk, SolarWinds Service Desk, or Zendesk for ITSM.
  • Entry-level experience with MS Office Suite is nice to have.
  • Entry-level experience with AWS, Azure, or Intune is nice to have.
  • Entry-level experience with IT hardware, OneDrive, Microsoft Edge, Chrome, iPhone mobile devices, OKTA, Outlook, or MS Teams is nice to have.

Benefits

  • Competitive salary and performance-based bonuses.
  • Comprehensive benefits package including grocery vouchers, saving funds, and SGMM.
  • Private health insurance.
  • Pension plan.
  • Paid time off.
  • Career development and training opportunities.
  • Training and development support.
  • Dynamic and inclusive work culture within a globally renowned group.

Interested in this position?

Apply directly on the company website

Apply Now

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