Capgemini
Technical Phone Support Specialist
Provides technical phone support for customers and conducts problem analysis for incidents involving moderately high complexity; escalates to and coordinates problem resolution with other IT groups and / or external vendors, as appropriate; maintains knowledge of supported sites standard equipment and technical environment, acts as technical representative to its customers; services ID requests for supported environment and grants access authority to applications and databases, as assigned.
Essential Job Functions
- Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support.
- Acts as representative of technical services to its customers. Initiates, escalates or resolves problem tickets and / or service requests.
- Troubleshoots and resolves technical problems, escalates to support resources.
- Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.
- Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s).
- Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.
- Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
- Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
- Must be able to provide clear, concise, information through written and verbal communications.
- Provides comprehensive help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support.
- Conducts problem determination for incidents/ problems involving medium to moderately high complexity using documented procedures and available tools.
- Using appropriate tools, escalates and coordinates problems to internal IT partners and external vendors.
- Take part in mentoring process.
- Comprehensive knowledge of all site standard equipment and facilities.
- Advanced knowledge of non-standard but commonly used products including escalation procedures.
- Is able to partner with internal IT operations and external vendors to solve technical problems