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Service Desk Jobs in Bangalore - Capgemini

Service Desk

Capgemini
experience-icon 2 to 3+ Years
salary-icon Not disclosed
qualification-icon Any Graduate
Expired

Posted: 07 Apr 20

Job Description

Service Desk – 2 to 4 Yrs – Bangalore
Job Responsibilities
Primary Skills SERVICE DESK ANALYST Secondary Skills Voice Support 
Job Description Mandatory Important points to note before sourcing the profile 1 Experience is calling handling for US UK Canada or Australian clients is must 2 Service Desk voice calling experience is must 3 DO NOT SHARE DESKTOP SUPPORT or FIELD SUPPORT PROFILES 4 Willing to work in complete night shifts and weekends 5 Capable of handling over 50 calls in a day meeting the SLAs Service Desk Agent Responsibilities 1 Act as a single point of contact for phone calls and staff regarding IT issues and queries 2 Act as a single point of contact for phone calls for Internal staff regarding Office 365 Post Migration Issues and queries 3 Willing to work round the clock 24 7 Predominantly Night Shifts 10 months in a year 4 Receiving logging and managing calls from internal staff via telephone 5 1st line support troubleshooting of IT related problems from in house software to hardware such as Mobile Messaging Laptops PCs Printers Other Hardware Issues 6 Troubleshoot basic network issues and understand all the latest technology related to new hardware and software from Microsoft 7 Knowledge on IOS MAC would be added benefit but not mandatory 8 Internet Browser connectivity and troubleshooting Issues like proxy Java Settings etc 9 Escalate unresolved calls to the L2 support team 10 Log all calls in the Service Desk Call Logging system HPSM 11 Take ownership of user issues and follow up the status of issues on behalf of the user and communicate progress in a timely manner 12 To maintain a high degree of customer service for all support queries and adhere to all service management principles 13 Update the entire team when a new resolution identified get the KEDB updated 14 Apply basic diagnostic techniques to identify problems investigate causes and recommend solutions to correct common failures Qualifications 1 An ITIL qualification is preferable but not essential 2 MCP certification would be desirable Requirements 1 Excellent communication skills and US Based Voice Process experience for technical support 2 Experience in supporting US UK Canada or Australian clients over phone calls 3 Service Desk Voice Support Voice calling experience is must 4 Excellent organizational skills 5 Multitasking like documentation while on calls and thus reducing the time taken to answer the next call 6 Incident Management experience Managing incidents including business expectations and communication 7 Basic User Security Group Active Directory administration Not mandate Command Prompt usage 8 Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2010 13 9 Experience with using and troubleshooting Outlook 2010 13 within a network environment Connectivity Issues Permissions Calendars delegation etc

Job Particulars

Role others
Education Any Graduate
Who can apply Experienced (2 to 3+ Years)
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id910550
Job Category Others
Locality Address
Country India

About Company

A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to 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. It is a multicultural company of over 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion (about $15.6 billion USD at 2018 average rate)
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