Service Desk Engineer
Capgemini
- Location
- Noida, Uttar Pradesh, India
- Job type
- Full-time
Required skills
- communication skills
- device drivers
- interpersonal skills
- service desk
- Service Level Agreements
- technical support
- ticketing
About the role
Capgemini
Website:
capgemini.com
Job details:
Job Description
Service Desk Analyst –
Key Responsibilities:
- Deliver technical support over the phone/chat for software (Windows OS, drivers), hardware, peripherals (printers, scanners, etc.), and basic network issues.
- Diagnose and resolve technical issues efficiently, aiming for First Call Resolution (FCR).
- Handle frustrated or angry callers with patience, empathy, and professionalism.
- Drive Customer Satisfaction (CSAT) by ensuring timely and effective resolution of issues.
- Document all customer interactions and troubleshooting steps accurately in the ticketing system.
- Escalate unresolved issues to higher-level support when necessary, following defined protocols.
- Maintain high levels of productivity and adherence to service level agreements (SLAs).
Job Description - Grade Specific
- Excellent verbal communication skills with a neutral accent and active listening abilities.
- Strong interpersonal skills to manage difficult conversations and de-escalate tense situations.
- Basic to intermediate knowledge of:
- Windows operating systems (installation, updates, error resolution)
- Device drivers and software compatibility
- Hardware components and peripheral troubleshooting
- Basic networking (Wi-Fi, LAN, IP configuration)
- Ability to multitask and work in a fast-paced environment.
- Prior experience in a voice-based technical support role is preferred.
- Willingness to work in night shifts aligned with US time zones.
- Willingness to work in rotational shifts with rotational week offs.
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