053235-System Analyst 1 – Desktop Support Analyst

About Capgemini
Capgemini is a global leader in consulting, digital transformation, technology and engineering  services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion.
About Infrastructure Services:
The Cloud Infrastructure Services Global Business Line is Capgemini's consulting and infrastructure build-and-run provisioning offering and supports the group's cloud-based services. As part of the integrated cloud offering from Capgemini, Cloud Infrastructure Services delivers a broad range of cloud services to build and support the hybrid cloud estate by encompassing the leading public cloud players and leading private cloud technologies. With EUR 1.5 billion annual revenue, Cloud Infra Services helps clients virtualize and optimize their IT estates through infrastructure outsourcing services such as data center, helpdesk, network support, and service integration and service maintenance support.  Our other services also include infrastructure transformation services-helping clients consolidate and migrate entire workloads and data centers. 

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

Visit us at https://www.capgemini.com/us-en/. People matter, results count.

Job Title: Desktop Support Analyst 

Location:  Malvern, PA 

Travel:    10

Job Description:  Provides a great client experience.•    Identify & drive new efficiencies in the Work Place Services support model. •    Provide access to technology materials and equipment for crew.•    Improve technology awareness for crew.•    Change the perception of IT.•    Provides incident response services such as incident, problem & crisis management that include monitoring, diagnosing, and resolving hardware and/or software issues elevated from the Support Center and other Technical Services groups. •    Maintains and troubleshoots hardware and/or software systems (e.g., end point devices & enterprise applications) across one or more platforms, Adds, updates, and closes records in the IT Incident and Problem Management systems. •    Reviews related records to identify requests that may have an impact on systems.•    Provides client support services to assist end users with provisioning requests such as file new machines, mobile devices  (to name a few).•    Identifies performance issues and trends. •    Identifies opportunities to improve sysem and application performance, including automating manual system tasks.•    Supports building of knowledge management in enterprise application Service Now by identifying, creating & categorizing knowledge articles that summarize resolution of clients issues. •    Trains and mentors staff and IT project teams.•    Creates and/or updates technical documentation, including policies and procedures.•    Creates and/or updates architecture diagrams, including IT problem notification flows. •    Creates standard and ad hoc reports of significant system trends, including problem occurrences and responses. •    Complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels.•    Complies with Information Security policies and procedures, participates in special projects and performs other related duties as assigned

What You Bring:  
Required: Undergraduate degree in a related field or the equivalent combination of training and experience. •    6 months to two years' general business experience, including one year PC support or LAN administrator experience. •    Strong skills of the following: Customer service skills, Written and verbal communication skills, Analysis and problem solving skills. •    Ability to lift and carry 50 pounds.A background in customer service and organization skills if strongly suggested for technicians working the Tech Central Desk. Listed below is the expected working Intermediate knowledge of the following products & supporting infrastructure: Preferable Certifications: A+ , Microsoft Certified, Services: Active Directory, Operating Systems: Windows 7 , Windows 10 , Mac OS, Mobile OS systems, ITSM tools: ServiceNow, Sail Point , Mail & Messaging: IBM Domino Lotus Notes, IBM Sametime (emeetings & chat), Outlook 2013, Exchange 2013 and Binary Tree., MDM, Blackberry Technologies: Good for Enterprise and Good Dynamics, AirWatch, Bes12, IBM Sametime Chat and E-meetings, Endpoint Computing & Monitoring: VDI [Virtual Desktop Infrastructure] – support of  gold images, virtual desktop troubleshooting, pool creations, etc., Proactive Monitoring Tools, Example: Splunk (monitoring tool) , SysTrack, Print & Scan: Network Printing, Follow me and Legacy print applications , Platforms & associated infrastructure:  Intermediate knowledge of one or more IT platforms: Client/server, Microsoft Windows 7, Windows DFS (File Shares) & MS Clusters 

Desired: Hours for this role are: Weekday coverage: Mon. – Fri., 6:00AM to 7:00PM, in select client areas, Remote and off hours support: Participates in an on-call rotation for off-hours support. Also may be required to work during off-hours at other times as required for business operations 

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

What we offer:
Your career matters to you and is important to us too. Because your goals and needs are constantly evolving, we offer visibility, leeway and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our personal development, training and career management programs, and our University innovative and business-focused learning curriculums.
We promote a culture of diversity. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients.
Our Shared values have been at the heart of the group since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty and fun. These values influence the way we meet client needs while respecting the regulatory requirements of each country in which we operate, and the way we promote ethically sound practices within Capgemini and in our partnerships.
Capgemini is committed to building a workforce of employees with diverse backgrounds and work experiences.



Posted on:

April 26, 2021

Experience level:

Experienced (Non Manager)

Education level:

Bachelor's Degree (±16 years)

Contract type:


Business units:

CIS-L1 (us-en)