Provide support in the following areas:
• Handling Trouble Tickets in the form of Calls/ Emails / Voice Mails
• 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.
Monitoring tools experience:
o Solar winds
Provide Support according to the defined SOP:
o Troubleshooting and support
o Operating system issues & errors (Windows O/S Family)
o Internet errors
o Network devices
o incident tracking system, preferably Remedy or Service Now.
o Utilization of telephony solutions and toolsets
o Leveraging SOPs to provide required support across multiple technologies.
o Strong technical background with Knowledge of Operating systems/ network device management
o Strong client management skills
o Process improvement initiatives
o SLA compliance
Requires Understanding and working knowledge of:
o Industry standard KPI’s as they relate to the Service Desk and best practices
o ITIL concepts especially Incident Management, knowledge management, Problem Management, Change Management
Nice to have:
o ITIL Certification is a plus.
o Experience in working in an onshore offshore environment is a plus
Candidates should be flexible/willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment
With more than 190,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017. A global leader in consulting, technology and outsourcing services, the Group reported 2016 global revenues of EUR 12.5 billion (about $13.8 billion USD at 2016 average rate). Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. 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.
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.
Click the following link for more information on your rights as an Applicant: http://www.capgemini.com/resources/equal-employment-opportunity-is-the-lawApply now