Service Desk Analyst

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be 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.

Location

This is an onsite role based in Austin, TX, US.

Your Role

• Provide technical support to users for moderately complex computer related technical problems.
• Communicate technical issues over the phone to a variety of customers
• Answer service desk telephones
• Assists the customer in resolving technical problems by providing guidance regarding software and hardware problems.
• Resolve or refer highly complex technical problems as appropriate.
• Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
• Log and track inquiries using an incident management database and maintains history records and related problem documentation.
• Identify customer problems and complaints to ensure that inquiries are successfully resolved.
• Assist with KPI performance and ensure the team overall hits its associated SLA targets 

Your Skills & Experience

• Excellent customer service skills and willingness to go the extra mile helping customers
• Windows support
• Basic networking
• Excellent oral and written communication skills
• High degree of responsibility, commitment and dependability
• Knowledge of Office 365
• 1-2 years previous experience in Client Services, Customer Service, Help Desk or Technical Support role
• ITSM tool usage (preferably Remedy)

Details

• Training days will be Monday – Friday from 8:30 AM – 4:30 PM
• Please ensure agents arrive no earlier than 8:25 AM on Training Start Date
• Candidates will not be allowed to enter the building without their badge and the person who does this arrives at 8:30 AM
• Agents who miss more than 2 days of training total will be separated from the contract due to excessive attendance issues
• Agents must adhere to the dress code beginning on day one
• None of these positions are slated to work from home
• Be able to work any shift starting at 6 AM and be available to work weekends
• Additional hours will be available when business needs dictate

The base compensation range for this role in the posted location is: $42,784 - $97,940.

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it 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, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, 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.

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.

Click the following link for more information on your rights as an Applicant in the United States.

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.