Information Technology Support Analyst

About Capgemini

Capgemini is a global leader in business and technology transformation, powered by AI. We envision and realize the future of organizations through AI, technology, and human expertise. With a legacy of nearly 60 years, we are a diverse team of 420,000 professionals across over 50 countries. We provide comprehensive services and solutions, leveraging our deep industry knowledge and strong partner network, encompassing strategy, technology, design, engineering, and business operations. The Group's global revenues for 2024 were €22.1 billion. Visit www.capgemini.com to learn more.

Job Summary

We are looking for a skilled IT support professional to enhance our operational efficiency. This role involves managing IT systems and assets, assisting with system upgrades and repairs, and providing necessary training and support. By interacting with employees company-wide, the IT support person will significantly contribute to our operational effectiveness and overall growth.

Objectives of this Role

• Ensure the smooth operation of essential IT functions, including operating systems, security software, applications, servers, email services, laptops, desktops, software, and hardware.
• Undertake critical IT tasks and drive system enhancements.
• Facilitate quicker, smarter business processes and improve employee productivity.

Responsibilities

• Install, configure, and provide support for workstation software, hardware, printers, and phones.
• Assess employee technology needs, identify potential security weaknesses, and enhance efficiency and accuracy.
• Deploy applications and software updates, and resolve any performance-related issues.
• Educate employees on the use of software and hardware, and offer technical assistance as required.
• Deliver IT support and resolve issues through assigned incident or request tickets, adhering to established Service Level Agreements (SLAs).
• Monitor and respond promptly and effectively to requests received via the Service Desk or directly from users.
• Track IT requests assigned to the queue and process them based on priority using the ServiceNow tool.
• Support the onboarding process for new employees by setting up and deploying laptops with standard hardware, images, and software.
• Provide basic hands-on and remote support to Global infrastructure teams for network, server, telephony, and video conferencing hardware upgrades and maintenance, including power shutdowns.

Required Skills and Qualifications

• A minimum of two years of experience in IT support roles.
• Proficiency in operating systems, current hardware and technologies, enterprise backup and recovery procedures, and system performance monitoring tools.
• Exceptional interpersonal and communication skills.
• Ability to maintain the confidentiality of sensitive company information.
• Prior experience with ticketing systems, preferably ServiceNow.
• A proactive approach to end-user support.
• Proven troubleshooting skills for the MS O365 suite.
• Fundamental understanding of computer networking concepts.
• Knowledge of incident management processes.
• Strong oral and written communication abilities.
• A dedicated customer service orientation.
• Proficiency in problem analysis and resolution.
• Keen attention to detail.
• Ability to work effectively as part of a team.
• Skills in planning and organization.

What You'll Love About Working Here

• We champion Diversity & Inclusion, recognizing that diverse perspectives drive excellence and innovation.
• At Capgemini, you are empowered to shape your career path. We provide extensive career development programs designed to help you reach your full potential and achieve your desired future.
• Capgemini offers impactful experiences that enable our people to perform at their best, benefiting themselves, the company, and our clients.

Capgemini Offers

Our corporate culture is built upon seven core values: Honesty and trust foster collaboration; team spirit and modesty sustain it; and the resulting creative freedom and boldness lead to high-quality outcomes, especially when combined with a sense of enjoyment. In addition to a competitive compensation package, we offer a professional and international work environment where you will contribute to major projects. We are committed to your intensive professional development, challenging you to apply your skills, learn, and grow.