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.
About Infrastructure 彩神网 :
The Cloud Infrastructure 彩神网 Global Business Line is Capgemini’s consulting and infrastructure build-and-run provisioning offering, and supports the group’s cloud-based services. As part of the integrated cloud offering from Capgemini, Cloud Infrastructure 彩神网 delivers a broad range of cloud services to build and support the hybrid cloud estate by encompassing the leading public cloud players and leading private cloud technologies. With EUR 1.5 billion annual revenue, Cloud Infra 彩神网 helps clients virtualize and optimize their IT estates through infrastructure outsourcing services such as data center, helpdesk, network support, and service integration and service maintenance support. Our other services also include infrastructure transformation services-helping clients consolidate and migrate entire workloads and data centers.
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Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
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The main responsibilities of the Senior Analyst are: making first line agents more successful by scaling FLR, supporting first line agents while facing more serious problems. Resolving problems escalated to them using remote control tools. Providing software/hardware fault diagnosis and resolution to users; appropriate and timely escalation of incidents relating to the user’s account, desktop or laptop; fully document fixes to capture knowledge; maintaining team quality processes and possibly contributing to quality documentation, provide Customer specific trainings for new hires, logging and managing 1st line overflow contacts if needed. Ensure that operational procedures are implemented and followed.
Day to Day responsibilities:
Remote second line support
� Controlling PC�s as agreed with users to resolve an issue;
� Providing software/hardware fault diagnosis and resolution to users;
� Updating tickets with all steps undertaken and closing incidents when issue Is resolved;
� Escalate unsolved incidents to the correct support group or external maintainer.
Supporting first line agents and ensuring quality
� Respond rapidly to each incident as it arrives from the first level the Help Desk;
� Verification of priorities and data contained in the ticket as well as accuracy of solutions linked from Primus if applicable;
� Ensure that the process and procedures described in the Help Desk manual are followed;
� logging and managing 1st line overflow contacts if needed;
� Involve automation to script/automate whatever flows to them;
� Assess and escalate high priority incidents and collaborate and support incident management process to the service restoration. Ensure effective escalation handshake.
� Key relationships: Users, Other first line agents, Second Line Agents, Resolving Team, Team Leader, OPM.
Service Excellence (if applicable)
� SLA: First Time Fix, First Line Resolution, Making sure that SLA targets are achieved;
� Surveys: Making sure that the highest score of Survey has been received;
� Relationship: Building and managing working relationships with customers and suppliers, Lead the team in the customer focus excellence approach;
� Business Balance Score Card: Agent is responsible for monitoring own achievements according to his PDP.
Staff Management and Motivation (if applicable)
� Optimization of workload amongst first line analysts (on-hold incidents, mailbox);
� Supporting first line agents in periods with high volume of calls;
� Provide Customer specific trainings for new hires;
� Identify opportunities for automation and shift-left towards self-help or level1;
� Script triggers and document for training situations that can help identify bigger problems (e.g.; a site is down, service in-accessible, virus issue etc) with some seeding initial events.
� Quality control of incidents: Providing feedback and learner methodology or tooling to first line analysts.
� Qualification:1 � 3 years of experience;Bachelor�s degree and/or required years of experience
� Should have baseline skills in Continuous (Service) Improvement
Candidates should be flexible / willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment.