Technical Support Analyst

Job Description:

We are looking for Junior Desktop Analyst for a fulltime onsite role in Tampa, FL.

2nd Shift 2:00 PM - 10:00 PM EDT
Tuesday - Saturday (Sunday & Monday off days)
Candidates must be local to Tampa, FL

KEY RESPONSIBILITIES:

·       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 

 
REQUIRED SKILLS:

·       The ideal candidate will have a minimum of 1 - 2 years applicable experience.  

·       2 years’ work experience supporting customers remotely in a technical environment 

·       2 years’ work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles "

·       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) 

·       Highschool Diploma or GED (General Educational Development),

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 programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays 
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups 
Disaster Relief
ABOUT CAPGEMINI:

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 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 b