Overview
Choosing Capgemini means you will be empowered to shape your career, supported and inspired by a collaborative community of colleagues around the world, and able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Job Title Associate Service Desk Analyst
Location United States
Travel 25% of the time
Job Description Provide first tier technical support by directly responding to customer requests and inquiries. Identify IT productivity issues and provide troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents. Educate customers and communicate troubleshooting steps. Resolve routine hardware and software incidents and apply knowledge, troubleshooting expertise, and judgment to resolve more difficult issues. Follow documented workflow and established standards. Escalate to the appropriate technical resources for more complex incidents. Adhere to customer communication engagement tool standards (including phone logging and ticketing systems) and be available during scheduled shifts. Participate as an integral part of the team, exhibiting ownership, follow through, initiative, awareness and effective communication with customers, peers, upper tiers, and management.
Key Responsibilities
Availability for 24/7 shifts 40 hrs per week
Good Internet Connection – Ethernet Cabled connection
Strong Internet Service Provider
Silent work area at home
Punctuality – Any delay in schedule adherence will mean Occurrence. 5 Occurrences will be counted for an immediate release
First four weeks of Video Call Training
Note this is a full time position; if resources are studying please disclose information
Meet and greet required
Required Skills
A minimum of two years of related work experience, which could include experience in a field providing customer service, or assisting end users with hardware and software related problems.
Compensation The base compensation range for this role in the posted location is: [$42,784 - $87,290]. Capgemini provides compensation range information in accordance with applicable pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini may pay for the role at the time of this posting. This range may be subject to change as permitted by law. The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction. These may include: geographic location, education and qualifications, certifications and licenses, relevant experience and skills, seniority and performance, market and business considerations, and internal pay equity. It is not typical for candidates to be hired at or near the top of the posted compensation range. In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.
Benefits Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:
Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility
Important Notice:
Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.
Disclaimers Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. 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 accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.
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Job Title Associate Service Desk Analyst
Location United States
Travel 25% of the time
Job Description Provide first tier technical support by directly responding to customer requests and inquiries. Identify IT productivity issues and provide troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents. Educate customers and communicate troubleshooting steps. Resolve routine hardware and software incidents and apply knowledge, troubleshooting expertise, and judgment to resolve more difficult issues. Follow documented workflow and established standards. Escalate to the appropriate technical resources for more complex incidents. Adhere to customer communication engagement tool standards (including phone logging and ticketing systems) and be available during scheduled shifts. Participate as an integral part of the team, exhibiting ownership, follow through, initiative, awareness and effective communication with customers, peers, upper tiers, and management.
Key Responsibilities
Availability for 24/7 shifts 40 hrs per week
Good Internet Connection – Ethernet Cabled connection
Strong Internet Service Provider
Silent work area at home
Punctuality – Any delay in schedule adherence will mean Occurrence. 5 Occurrences will be counted for an immediate release
First four weeks of Video Call Training
Note this is a full time position; if resources are studying please disclose information
Meet and greet required
Required Skills
A minimum of two years of related work experience, which could include experience in a field providing customer service, or assisting end users with hardware and software related problems.
Compensation The base compensation range for this role in the posted location is: [$42,784 - $87,290]. Capgemini provides compensation range information in accordance with applicable pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini may pay for the role at the time of this posting. This range may be subject to change as permitted by law. The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction. These may include: geographic location, education and qualifications, certifications and licenses, relevant experience and skills, seniority and performance, market and business considerations, and internal pay equity. It is not typical for candidates to be hired at or near the top of the posted compensation range. In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.
Benefits Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:
Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility
Important Notice:
Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.
Disclaimers Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. 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 accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.
#J-18808-Ljbffr