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:

　　KEY 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 skills you'll use every day with internal knowledge transfer and formal and informal training opportunities.

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

　　• Applying basic troubleshooting processes, validating the issue, recording critical details in ticketing system, applying Knowledge Base articles

　　• Use of Remote Tools to take control of customer's PC/workstation for investigating probable causes of problem

　　• Brings up 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. Using correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days

　　• Compliance of all required trainings

　　• Any other duties as deemed necessary by account management teams

　　Required Skills:

　　Solid 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 complete tasks in a high-pressure environment

　　Active listener, demonstrate empathy

　　Knowledge of basic computer operations, and basic computer fixing skills

　　Basic knowledge of computer peripherals, and peripheral fixing 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

　　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 programsFinancial well-being programs such as 401(k) and Employee Share Ownership PlanPaid time off and paid holidays Paid parental leaveFamily building benefits like adoption assistance, surrogacy, and cryopreservationSocial well-being benefits like subsidized back-up child/elder care and tutoringMentoring, coaching and learning programsEmployee Resource Groups Disaster Relief

　　About Capgemini

　　Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 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

　　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.

　　Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority,performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is $33,300 - $66,990.This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.