Capgemini Recruitment Drive for 2023 Freshers

About Company : Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 360,000 team members in more than 50 countries.

Company Full Name : Capgemini
Job Role : Service Desk Engineer
Degree Needed : BE/ BTech/ BSc/ BCA
Batch : Any Batch
Location : Noida

Job Description :
Roles and Responsibility :

Handling Service Now tickets incidents and requests by properly analyzing the details and taking appropriate action.
Ensuring that incidents and requests are resolved above SLA with a min of 96 Extracting data from the asset database and Service Now tool and preparing timely accurate reports.
Preparing and maintaining detailed process documentations as and when required and updating the same on a regular basis Assisting depot tech in getting in touch with other resolving teams as part of provisioning.
Highlighting outages to incident management which hampers teams productivity and daily business Not needed Attend weekly conference calls meetings with various teams to provide provisioning reclaim status.
Experience of handling tickets on a Ticket Management tool BMC Remedy HP IT Service Manager Ser vice Now or any of the recognized ticketing systems.
Knowledge of asset management is an added advantage Understanding of the IT Service Management concepts such as SLA OLA etc .
Excellent knowledge experience on MS Excel analysis and reporting with the use of formulas functions etc.
Excellent spoken and written communication skills as the job role involves closely coordinating with the on shore teams clients and users based in UK and North America on a daily basis Should be able to prioritize tasks based on the impact and urgency.
Mandatory requirement to work rotational shifts North South America time zones Must work IST night shifts
Take complete ownership of the task at hand and adhere to agreed timelines Willingness to learn and innovate to improve process efficiency

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Required Qualification and Skills :

We are looking for self-motivated individual with experience in voice-based process providing Help-desk Support (IT)
The ideal candidate should have good knowledge of technical helpdesk support functions with a minimum 2+ year of experience
Preferred qualification is B.Tech/BCA/Diploma in IT field

Should be open to a 24*7 work environment, Rotational shift with rotational weekoff
Should be available to work on Indian Holidays
Should be good in taking initiatives and responsible enough to handle pressure
Must have a good understanding of handling Service desk issues
Should possess excellent verbal & written communication, presentation skills, inter-personal skills
Experience in similar help-desk profile which involves Incident Management & technical troubleshooting in Retail domain
Handle Incoming Calls and perform troubleshooting over call as per Knowledge Articles available and provide first time fix over calls
Handling Trouble Tickets in the form of Chat/Service Requests/Emails
Maximize customer satisfaction through effective solutions delivery
To maintain a high degree of customer service for all support queries and adhere to all service management principles.