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To provide a proactive and reactive technical support service to achieve customer satisfaction as required across the customer environment. In this role, you will work as part of an established team to manage and facilitate the resolution of technical issues in a timely and effective manner, ensuring minimum business impact in accordance with KPIs and SLAs.

The IT Support Analyst is responsible for level 1 and 2 support across a Windows 7/10, Windows Server, Exchange and Active Directory technical environment along with support for scanners and printers and mobile phones. Also supporting Wireless Access Points at height operating a scissor lift.

Must be a sole UK National.

• Communicate and work with users to understand and identify problems, determine the probable cause and logically take them through a step-by-step problem determination procedure either in person or over the telephone – creating articles to improve processes as appropriate
• Provide desktop support services to defined service levels and in line with customer expectations, applying the right level of urgency to each situation
• Interact with other Customer support teams as required to resolve issues
• Installation and management of devices and peripheral equipment such as printers and scanners
• Ensure regular and timely response based on customer’s SLAs to email and telephone assistance requests, keeping users informed of problem resolution timeline and action plans
• Independently provide knowledge transfer of business and technical environment to the service desk, with the goal of increasing first-call resolution rate

‘Smart Hands’ Service Call-out:
Provide out of hours support on a shift rota basis for high priority incidents where remote support teams require on site assistance

• Demonstrable experience in supporting Windows Server technologies, Exchange, Active Directory, Windows 7/10
• Appropriate customer facing/user support experience – level 1 and 2
• Provides expertise to enable the correct application of operational procedures within KPIs and SLAs
• Adept at identifying operational problems and contributes to their resolution, providing reports and proposals for improvement to specialists, users and managers
• Able to work unassisted and part of a team to resolve and rectify technical issues

At Capgemini we don’t just believe in Diversity & Inclusion, we actively go out to making it a working reality. Driven by our core values and Active Inclusion Campaign, we build environments where you can bring you whole self to work.
We aim to build an environment where employees can enjoy a positive work-life balance. Through our New Normal campaign, we are looking to embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. But when you join Capgemini, you join a thriving company and become part of a diverse collective of free-thinkers, entrepreneurs and industry experts. A powerful source of energy that drives us all to find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses. And it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge and always pushing yourself to do better, you’ll build the skills you want. And you’ll use them to help our clients leverage technology to grow their business and give innovation that human touch the world needs. So, it might not always be easy, but making the world a better place rarely is. Capgemini. Get The Future You Want.

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

Get the Future You Want | www.capgemini.com