Duration: 9+ months

Job Description:

• 
  Tier 1 is the first point of contact for client employees to resolve IT and infrastructure issues affecting business operations. Tier 1s primary responsibility is to assist in restoring customer productivity. Specifically as listed below.- Provide first tier technical support by directly responding to customer requests and inquiries.
• Identify IT productivity issues and provides troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents.
• Educate customers and communicates troubleshooting steps.
• Resolve routine hardware and software incidents and is able to apply knowledge, troubleshooting expertise, and judgment to resolve more difficult issues.
• Follow documented workflow and established standards.
• Escalate to the appropriate technical resources for more complex incidents.
• Adhere to customer communication engagement tool standards (including phone logging and ticketing systems) and is available during scheduled shifts.
• Participate as an integral part of the team, exhibiting ownership, follow through, initiative, awareness and effective communication with customers, peers, upper tiers, and management.

Skill Required

• 
  Knowledge of information systems and IT operations, such as Windows operating systems components, navigation tools, common hardware and software related concepts.

The Capgemini Freelancer Gateway is enabled by a cutting-edge software platform that leads the contingent labor world for technology innovation. The software platform leverages Machine Learning and Artificial Intelligence to make sure the right people end up in the right job.

A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50 year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of over 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion.