Desktop Analyst/Consultant with Italian
Recruitment process for this position and onboarding trainings are conducted online
Capgemini’s Cloud Infrastructure Services unit is a global team of technology experts and domain specialists that helps businesses from all around the world extract maximum business value from their IT investment and facilitates their journeys to the cloud. In addition to facilitating journeys to the cloud, we support businesses by providing services such as helpdesk services (human and AI powered), network access and maintenance, hosting and maintaining applications, IT operations and much more. We do all this in 24 languages from 4 locations in Poland. Join our global team and be part of technology transformation.Group IT Global Support delivers best-in-class, end-to-end user support through multiple channels to improve response and resolution time, assists users in making the best use of technology at work and resolving any IT issues they face, effectively. Leverages technology to improve user experience as the custodian of Group IT services delivered within Capgemini.
Who are we looking for?
Team player with ability to work under pressure
Fluency in English and Italian mandatory
Flexible to work in Shifts (24x7)
Must be able to learn and support new and quickly-changing technologies
Familiarity with a wide range of standard office automation products
Sound demonstrated knowledge of Service Desk procedures and process
Ability to prioritize workload to best meet customer requirements
What will you do?
Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
Provide helpdesk support and resolve problems to the end user’s satisfaction
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients etc.
Knowledge of commonly-used concepts, practices, and procedures for end user technical support
Identify and escalate priority issues per Client specifications
Perform advanced troubleshooting and Redirect problems to appropriate resource
Registering an incident and / or Service Request reported via email /phone in the ITSM Tool
Responsible for the calls and emails
Tracks the progress of owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary.
What we offer?
Working with great people and in legendary atmosphere
No formal dress code
Annual family picnics
Unforgettable integrational events
Employee volunteering opportunities and interesting CSR projects
We value and respect diversity in terms of gender, nationality, roles, age, interests
Internal celebration initiatives: Children's Day, St. Nicholas Day and many more
Supporting employees' hobbies: Business Run, e-sport games, basketball, volleyball
Development in expert or leader competencies
Broad training offer with possible co-funding
Access to MIT Sloan Management Review Polska knowledge base
Introduction plan for new employees and Buddy Initiative
A wide range of instructor-led and e-learning trainings
Co-financing for post-graduate studies and courses
Many companies under one roof / internal headhunters
Internal development events: conferences, meetings, communities
Education First platform for learning English online
Bonuses, including those for new employees recommendation
Additional life insurance
Access to MyAudiobooks - Entertainment and personal growth in audio version
Attractive package of extra benefits of your choosing (fitness, gym, cinema, etc.)
Disability inclusion, assistive technologies, reasonable accommodations
Stay Well helpline to support the emotional and mental aspects of well-being
Private medical care for you and your family
Bicycle parking and carpooling options
Free coffee, water, milk and wide range of teas
Anti-smog plants in offices
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