Your tasks :
What duties will help you grow?
Manage service Incidents / requests from report to resolution for Software, hardware, and mobile device issues.
Provide support and services to users, seeking to resolve as many calls as possible, receive, prioritize, document and actively resolve end user help requests, triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
Track open tickets and monitor ticket progress per SLA, close ticket items when resolve, perform Major Incident Management process in accordance with Securitas standards (initiating process, call coordination, escalation, communication, call closeout), provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
Ensures continuous collaboration with IT Operations Management L2 / L3 teams, obtain and maintain up-to-date knowledge of the company's business functions, work processes and systems, keeps abreast of industry trends and technologies
Must be a team player with a proactive, positive can do attitude and a strong work ethic, ability to multi-task and work well under pressure and in fast-paced environment
Who we're looking for? :
What do you need to start?
2 Years of help desk support experience assisting both remote and onsite users with software or hardware related issues
Must be articulate and clearly communicate in the requested language - English.
Knowledge on ITSM processes like Incident, problem, request and knowledge management.
Must be able to work independently as well as work as part of a fast-moving team, must be able to work on various shift, must be knowledgeable in O365, Network and have a troubleshooting mindset (browsers, VPN, Connectivity, passwords, Internet)
Nice to have :
knowledge in Windows OS (10),
mobile devices (IOS, Android),
Project description :
Capgemini is a global leader in consulting, technology services and digital transformation. Our scope is wide. One of the teams is End User Services - part of a business unit called Cloud Infrastructure Services.
In our offices in Poland, we work as a team of 2500 employees, helping our customers around the globe to solve their IT issues.