038154-Junior Desktop Analyst-Service desk

Job Responsibilities:

Provide support in the following areas:
•Handling Trouble Tickets in the form of Calls/ Emails / Voice Mails
•Working experience on Service Now ITSM Tool.
•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.
•Provide basic standard advanced problem resolutions
•Answering Basic “How to” user questions leveraging a knowledge base, job aides etc.
•Desktop/hardware Troubleshooting Skills/ Conceptual knowledge of Networking
•Knowledge of Standard Microsoft applications
•Provide support on basic Networking  issues –  Knowledge of VPN/Wireless/Office 365, Remote Desktop, MS Exchange.
•Basic troubleshooting of ERP (SAP, PeopleSoft)

Other support Activities:
•Provide first level technical support for all systems, business services and applications supported by Client and used by the business units within the company through various interfaces
•Update technical and functional skills as the new technology is introduced
•Document incidents and service requests in the ticketing tool
•Analyze problems and initiating corrective actions as deemed by client processes and procedures
•Maintain ownership of the tickets until they are closed and update status
•Attend Team meetings
•Adherence to all Service levels defined
•Update Knowledge repository and participation in process improvement initiatives

Desired Experience:
•1-2 years in Call Center Industry, Help Desk / Service Desk
•Graduate in IT background with specialized courses in IT
•Working knowledge in ITIL environment


•Should be willing to learn under pressure situations
•Team Player, high in confidence
•Excellent Telephone manner and good customer service skills
•Excellent time management Skills. (Multi Tasking)

Skills Required:CRITICAL ( Ist Preference)

•Excellent Communication skills. (Written / Spoken Language – As per Region)
•Experience in Call Center Industry, Technical Help Desk / Service Desk
•Graduate in IT background with specialized courses in IT

MUST TO HAVE ( IInd Preference)

•Working knowledge on Active Directory
•Desktop/hardware Troubleshooting Skills/ Conceptual knowledge of Networking
•Knowledge of Standard Microsoft applications

NICE TO HAVE ( IIIrd Preference)

•VPN/Wireless/Outlook / Office 365
•Remote Desktop
•MS Exchange
•ITIL Certified

Role Descriptions:

This role is to work as part of the Capgemini team providing Desktop Support. The successful candidate will also need to work flexibly as part of the Remote Desktop Support team, dealing with Incidents and Service Requests as and when required.

Day to Day responsibilities:

• Delivering the technical tasks within defined timescales and to standards agreed in relevant Service Level Agreements with client;
• Meeting various other Quality KPIs like UAT First Time Pass, Zero Downtime etc, wherever applicable;
• Strict adherance to standard technical processes/practices followed for the corresponding services;
• Must get each piece of work peer-reviewed/QA’ed thoroughly before the actual delivery;
• Undergo required technical and soft-skills trainings;
• Learning the technologies that are used for day-to-day delivery.

Candidates should be flexible/willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment


• Bachelor’s degree and/or required years of experience
• 1-2 years of experience, Graduate in IT (preferably)
• Should have progressing skills Technology Application
• Should have baseline skills in Problem Diagnosis & Solution and Technical Process Expertise

Applicants for employment in the US must have valid work authorization that does not now require sponsorship of a visa for employment authorization in the US by Capgemini. 

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 be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship. 

Click the following link for more information on your rights as an Applicant – http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law 

About Capgemini 

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.



Posted on:

August 12, 2018

Experience level:

Experienced (Non Manager)

Education level:

Bachelor's Degree

Contract type:

Permanent Full Time (us-en)




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