Service Desk Senior Analyst

About Capgemini 

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 350,000 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, fueled 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. 

Job Description

About Capgemini

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 350,000 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, fueled 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.

Job Description

Role Description:  We're seeking passionate Fluent German IT enthusiasts to join our vibrant team and manage our technical support operations! You'll provide top-notch first-line support to our global clients, ensuring a seamless experience. This role offers a hybrid work model with flexible scheduling, allowing you to work shifts across a 24/7 operation.

What You’ll Be Doing

Responsibilities: 

• Be the first point of contact for clients, handling inquiries via phone calls, emails, webchats, and other communication channels, all within established service level agreements (SLAs)
• Uphold exceptional customer service standards, following Capgemini's quality guidelines.
• Leverage the Intelligent Service Center by gathering user information, accurately logging incidents and service requests in our ticketing tool.
• Diagnose, troubleshoot, and resolve user technical issues efficiently, adhering to SLA standards. When needed, escalate complex issues to the appropriate resolution team.
• Maintain vigilance by monitoring the ticketing tool queue to ensure prompt issue resolution.
• Collaborate with the Incident Manager on high-priority issues.
• Demonstrate proactive ownership and ongoing monitoring of the entire support process (end-to-end).
• Become an expert in utilizing our various support tools, including automation software.

Experience & Qualification

• Bachelor’s degree in computer science or a related field.

• A minimum of 2 years’ experience in a similar position.

• Solid understanding of IT concepts and technologies.
• Exceptional communication skills in  German , both written and verbal.

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.  

Get the future you want |  

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. 

Get the future you want |