Dear Professionals
WE have some mulitple openings for Capgemini for Bangalore location.
The complete profile is as follows.
Position / Title Service Desk Agent
Primary Support Language English
Group / Cost Center Global Help Desk (GHD)
Organization IT Organization
Location Bangalore (Manyata Embassy Business park)
Working Hours Shifts (including graveyard Shifts) (Fixed / Rotated)
Global Help Desk (GHD) Brief
GHD is a part of Alcatel - Lucent’s IT organization and provides Tier1 & Tier 1.5 IT support to its employees worldwide. We have various desks worldwide supporting all the employees, and the Bangalore desk is one among them. The GHD in Bangalore supports employees in the NAR and APAC region. The primary language of support is English with additional support in Mandarin, Japanese and Korean languages during the business day in their respective countries. The desk operates on a 24/7 basis. This center supports desktops, Applications/Software, Servers and systems across locations. Alcatel-Lucent follows the standard for IT Service Management as recommended by ITIL / BS15000.
Job Summary/Scope:
Service Desk Agent - This person is expected to answer end user calls and / or work on end user emails. The calls and emails will be treated for First Call Resolution where applicable or redirected (dispatched) to an advanced workgroup for further based on the scripts in our knowledge base.
Work Responsibilities:
| % Allocation of time ( This is an indicative allocation) | Key responsibilities |
| 90% | - Answers calls and / or process emails. - Analyze the request. - Provide first level support on Desktops, Peripherals, Servers and Office automation products. - ID administration on all authorized internal applications and systems. (Training would be provided.) - Troubleshooting Applications and Systems as per the script in our knowledge base. - Log all the calls / tickets on our internal ticketing system as per procedures and processes. - Assign tickets to respective workgroups as per script where applicable. - Escalate as per process. - Handle additional helpdesk responsibilities as required. |
| 10% | - Attend all internal trainings. - Discussions on metrics and performance with the leads / managers. |
Qualifications:
Minimum Qualifications | BE / B-Tech / MCA /MS in Electronics / Computers / Software / Communications or equivalent qualifications. Diplomas and other bachelor degrees can be considered where adequate knowledge and experience can be exhibited. |
| Certifications / Trainings (Technical) | Required · MCDST (The Microsoft Certified Desktop Support Technician) · CompTIA A+ Certification Optional · Cisco / Microsoft / Novell / Lotus Notes etc. |
| Certifications / Trainings (Others) | Required · Foundation Certificate in ITSM. Higher levels of certification will be an added advantage. |
Experience:
| Total years of Experience (Range) | 2 Years and above |
| Relevant years of experience (Range) | 1 - 2 years of work experience in a Service Desk with experience in voice and email environment. Preferably on HP OVSD platform. |
Job Skills Required:
Skills | · Should have experience in remote troubleshooting on the following.
· Specialized skills on the usage of MS Office 2003 and above. · Should have in depth troubleshooting knowledge on Microsoft OS (XP and higher). · Should have experience in troubleshooting and configuring mail clients (Outlook, Netscape, etc) · Should have experience in configuring, installing and troubleshooting remote access, Wireless, VPN and dialup. · Should have experience in configuring and troubleshooting network printers. · Should have experience on Active Directory ID administration. · Experience / knowledge in usage and troubleshooting PDA and handheld devices (Blackberry and Goodlink) · Understanding of Unix fundamentals |
| Soft Skills / Professional Skills and Competencies | · Good communication skills in English with neutralized accent. · Should display mastery over written and oral English communication. · Should have good analytical and troubleshooting skills · Should have excellent inter-personal and communication skills with the ability to deal with users at all levels in an organization. · Should have good attitude and be a team player. · Proactive thinking. · Ability to meet deadlines and work well under pressure. · Strong motivation to learn new technologies. · Customer Focus and Conflict Resolution skills |
| Other Job Requirements | · Flexibility to work non-traditional hours/shifts · Adherence to shift timings. · Works in coordination with the shift lead and managers. · Does not take unscheduled and unapproved leaves. · Quality and time conscious. · Respects and follows company’s values and business guide lines |
If interested kindly revert back with your details at deke@proactiveglobal.org
Warm regards
Deke Tourangbam