Service Desk Senior Analyst
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Job Summary
AboutCapgemini
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 350000 team members in more than 50 countries. With its strong 55-year heritage and deep industryexpertise 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 digitalengineeringand platforms. The Group reported in 2022 global revenues of 22 billion.
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 350000 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.
Job Description
Role Description:Were seeking passionate Fluent German IT enthusiasts to join our vibrant team and manage our technical support operations! Youll provide top-notch first-line support to our global clients ensuring a seamless experience. This role offers a hybrid work model with flexible scheduling allowing you to work shifts across a 24/7 operation.
What Youll Be Doing
Responsibilities:
- Be the first point of contact for clients handling inquiries via phone calls emails webchats and other communication channels all within established service level agreements (SLAs)
- Uphold exceptional customer service standards following Capgeminis quality guidelines.
- Leverage the Intelligent Service Center by gathering user information accurately logging incidents and service requests in our ticketing tool.
- Diagnose troubleshoot and resolve user technical issues efficiently adhering to SLA standards. When needed escalate complex issues to the appropriate resolution team.
- Maintain vigilance by monitoring the ticketing tool queue to ensure prompt issue resolution.
- Collaborate with the Incident Manager on high-priority issues.
- Demonstrate proactive ownership and ongoing monitoring of the entire support process (end-to-end).
- Become an expert in utilizing our various support tools including automation software.
Experience & Qualification
- Bachelors degree in computer science or a related field.
- A minimum of 2 years experience in a similar position.
- Solid understanding of IT concepts and technologies.
- Exceptional communication skills inGerman both written and verbal.
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way youd like where youll be supported and inspired bya collaborative community of colleagues around the world and where youll be able to reimagine whats possible. Join us and help the worlds leading organizationsunlock the value of technology and build a more sustainable more inclusive world.
Get the future you
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way youd like where youll be supported and inspired bya collaborative community of colleagues around the world and where youll be able to reimagine whats possible. Join us and help the worlds leading organizationsunlock the value of technology and build a more sustainable more inclusive world.
Get the future you want
Required Experience:
Senior IC
About Company
A global leader in consulting, technology services and digital transformation, we offer an array of integrated services combining technology with deep sector expertise.
