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Service Desk Lead

Company: Capgemini
Location: Pensacola
Posted on: May 19, 2019

Job Description:

Job Responsibilities Provide support in the following areas Handling Trouble Tickets in the form of Calls Emails Voice Mails Working experience on Service Now ITSM Tool. To maintain a high degree of customer service for all support queries and adhere to all service management principles. To take ownership of user problems and be proactive when dealing with user issues. Provide basic standard advanced problem resolutions Answering Basic How to user questions leveraging a knowledge base, job aides etc. Desktophardware Troubleshooting Skills Conceptual knowledge of Networking Knowledge of Standard Microsoft applications Provide support on basic Networking issues - Knowledge of VPNWirelessOffice 365, Remote Desktop, MS Exchange. Basic troubleshooting of ERP (SAP, PeopleSoft) Other support Activities Provide first level technical support for all systems, business services and applications supported by Client and used by the business units within the company through various interfaces Update technical and functional skills as the new technology is introduced Document incidents and service requests in the ticketing tool Analyze problems and initiating corrective actions as deemed by client processes and procedures Maintain ownership of the tickets until they are closed and update status Attend Team meetings Adherence to all Service levels defined Update Knowledge repository and participation in process improvement initiatives Desired Experience 1-2 years in Call Center Industry, Help Desk Service Desk Graduate in IT background with specialized courses in IT Working knowledge in ITIL environment DESIRED ATTITUDE AND BEHAVIOUR Should be willing to learn under pressure situations Team Player, high in confidence Excellent Telephone manner and good customer service skills Excellent time management Skills. (Multi Tasking) About Capgemini- 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 identityexpression, 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 andor changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Click the following link for more information on your rights as an Applicant - Applicants for employment in the US must have valid work authorization that does not now andor will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.

Keywords: Capgemini, Pensacola , Service Desk Lead, Other , Pensacola, Florida

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