Service Centre Analyst -Help Desk -Austin, TX

About Capgemini

Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations.

Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion.

The Cloud Infrastructure Services Global Business Line is Capgemini s consulting and infrastructure build-and-run provisioning offering and supports the group s cloud-based services. As part of the integrated cloud offering from Capgemini, Cloud Infrastructure Services delivers a broad range of cloud services to build and support the hybrid cloud estate by encompassing the leading public cloud players and leading private cloud technologies.

With EUR 1.5 billion annual revenue, Cloud Infra Services helps clients virtualize and optimize their IT estates through infrastructure outsourcing services such as data center, helpdesk, network support, and service integration and service maintenance support. Our other services also include infrastructure transformation services-helping clients consolidate and migrate entire workloads and data centers.

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.

Location: Austin, TX

Travel: 0-10%

Job Description:

• Provide first tier technical support by directly responding to customer requests and inquiries.
• Identify IT productivity issues and provides troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents.
• Educate customers and communicates troubleshooting steps.
• Resolve routine hardware and software incidents and is able to apply knowledge, troubleshooting expertise, and judgment to resolve more difficult issues.
• Follow documented workflow and established standards.
• Escalate to the appropriate technical resources for more complex incidents.
• Adhere to customer communication engagement tool standards (including phone logging and ticketing systems) and is available during scheduled shifts.
• Participate as an integral part of the team, exhibiting ownership, follow through, initiative, awareness and effective communication with customers, peers, upper tiers, and management.

What You Bring:

Minimum Qualification Required
Associate s degree or higher in an Information Technology discipline or related field of study (e.g. MIS, IS, IT, CNS, Computer Engineering, Windows Networking Administration)

Relevant years of Experience required
2-4 years

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…