Tech support Analyst

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.

Location

This role is an onsite opportunity based in Tampa, FL

About The Job You're Considering At Capgemini, you will collaborate with cross-functional teams to deliver innovative technology solutions that drive business value and enhance client experiences. You will contribute to the design, development, and continuous improvement of scalable, high-quality solutions in a dynamic and collaborative environment.

Role Overview

We are looking for a Level 1 Service Desk Analyst to provide technical support to retail business customers in a fast-paced B2B environment. The role involves handling a high volume of inbound support calls, troubleshooting IT issues, and ensuring timely resolution or escalation of incidents while delivering excellent customer service.

Key Responsibilities

• Provide Level 1 technical support to retail customers via phone, email, and ticketing systems.
• Handle back-to-back inbound support calls throughout the shift.
• Log, track, and manage incidents and service requests in accordance with defined SLAs.
• Troubleshoot common hardware, software, network, and access-related issues.
• Escalate unresolved incidents to appropriate support teams.
• Follow ITIL-based incident, request, and problem management processes.
• Maintain accurate documentation of customer interactions and resolutions.
• Deliver a high level of customer satisfaction through professional communication and support.

Required Skills

• 1 to 3 years of experience in a Service Desk, Help Desk, or Technical Support role.
• Experience supporting customers in a B2B environment.
• Strong verbal and written communication skills.
• Knowledge of Windows operating systems, Microsoft Office applications, and basic networking concepts.
• Familiarity with ticketing tools and service management platforms.
• Understanding of ITIL processes; ITIL v4 certification/knowledge preferred.
• Ability to work in rotational shifts and a high-call-volume environment.

The base compensation range for this role in the posted location is: $29,973 to $69,014

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.

Make it real | www.capgemini.com