Organization : Capgemini
Job Role : Service Desk Analyst
Location : Noida
Qualification : BE/B Tech
Experience : Freshers
Salary : Rs 3.5 – 4 LPA
No.of Vacancies : NA
Website : www.capgemini.com
Apply Mode : Online
Apply Date : ASAP
Capgemini is one of the world’s foremost providers of consulting, technology, outsourcing services and local professional services. Present in over 40 countries with almost 140,000 employees, the Capgemini Group helps its clients transform in order to improve their performance and competitive positioning.
* Candidate should have completed BE/B Tech from a recognised university.
* Should have an aggregate of 60% through out academics.
* Should be self-motivated individual with experience in Application Support (IT)
* Candidate should have an exposure to both call handling and Incident Management
* Candidate should have very good knowledge of technical helpdesk support functions and should be open to a 24*7 work environment.
* Should be good in taking initiatives and responsible enough to handle pressure
* Must have experience in similar help-desk profile which involves Incident Management & technical troubleshooting in Retail domain
* Must have a good understanding of handling Service desk issues
* Should possess excellent verbal & written communication & presentation skills, inter-personal skills
* Should have wide exposure in customer & client interaction
* Must possess Problem Solving and Analytical Ability
* Must have knowledge on first point of internal escalation for service desk executives
* Must act as an SME from a technical and process perspective and assist SD executives when they get stuck on a call need SME support
* Must provide level 1 support by picking the phone calls & support for logging, tracking, Resolution and reporting of help desk incidents and service requests
* Activities must be associated with restoring normal service operation as quickly as possible and to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained
* Should also provide accelerated response to the executive users within the customer organization
* Must have updated back-end of knowledge base of most common desktop level issues faced by users that enables users to resolve an incident, create a request, report an incident and review the status of submitted requests etc.
* Must have knowledge on installation and troubleshooting of Windows
* Should have knowledge on installation of hardware components of desktop
* Should understand Forge Rock’s Identity and Access Management architecture