020520-Infrastructure Customer Service Advisor- User Access Request Team

About Capgemini
With more than 140,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2014 global revenues of EUR 10.6 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model.
Learn more about us at  www.capgemini.com.
Rightshore® is a trademark belonging to Capgemini

Capgemini's robust Outsourcing offerings include: Applications Management, Infrastructure Management and Business Process Management. We combine these services with our deep industry knowledge and experience to provide the change agent to accelerate business growth. We generate quality and speed through our proven tools, methods and global centers. These capabilities, coupled with our program management expertise are tailored to fit the most challenging business needs.

Customer Service Advisor for UAR team (User Access Requests)

Handling incoming phone calls / e-mails from client for account creation, deletion,administration

Delivering professional and prompt service to the customers

Analyzing client contacts and requests by following the standard operating procedures related to UARs

- All aspects of UAR in an IT Environment (account creation/modification/ deletion;permission/access management)
- Raising and coordinating Service Requests within ITSM system within the SLA/MTTR targets
- Detail oriented and ability to follow process accurately
- Verification and validation of Access Management related Service Requests from the Security requirements perspective
- Adherence to all Security requirements within the SOP
- Administration of Active Directory accounts and groups, User profiles, access to applications and email accounts/mailboxes as required
- Monitor,address and report access management exceptions and violations