Technical Support Analyst jobs in Connecticut

Job Title: Desktop Support Analyst
Job Location: (Onsite) Shelton, CT

Job description:

Capgemini is looking for Technical Support Analyst, who will play a critical role in providing technical assistance to client end-users for software applications, hardware/devices, logging and tracking service call and advancing problems for resolution.

Key responsibilities:

• Provide best-in-class customer service, problem resolution and technical fix to customer queries over the voice-based phone service.

• Using basic solve processes, validating the issue, recording critical details in ticketing system, using Knowledge Base articles

• Use of Remote Tools to take control of customer’s PC/workstation for investigating probable causes of problem. Raises issues that are unable to be resolved within established guidelines to the appropriate group for proper corrective action.

• Accountable for maintaining defined call metrics to the highest level. Number of Tickets Resolved, Average Call Wait Times, Average Handle Time, etc.

• Maintaining Login Hours based on contractual Service Level Agreements

• Accountable for accurate weekly Project Time Reporting. Using correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days

Required Skills:

• Focus on high client satisfaction.

• Strong written and oral communication skills, English-speaking skills, bilingual a plus

• Ability to work well in a team-based, fast paced/multitasking environment.

• Ability to multitask, prioritize and implement tasks in a high-pressure environment.

• Active listener, demonstrate empathy and bilingual speaker.

• Typing speed of 50 wpm or higher

• Experience working with Point of Sale (POS) systems, ticketing systems and with remote access software.

Nice to have skills:

• Highschool Diploma or GED required. The ideal candidate will have a minimum of 1-2 years applicable experience.

• Entry Level – 2 years’ work experience supporting customers remotely in a technical environment.

• Entry Level – 2 years’ work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles.

#LI-PS2

#onsite

Life at Capgemini:

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and handle their business by harnessing the power of technology. The Group is guided every day by its purpose of fueling human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, motivated by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

Get The Future You Want | www.capgemini.com
Disclaimer

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.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, we'd love to hear from you with your recruiting contact.

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.
Please be aware that Capgemini may collect 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 discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is [$33,300- 66,990]. This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Job Programmer/Analyst

Schedule Full-time

Primary Location US-CT-Shelton

Organization NA APPS LOC PRACTICE