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Service Desk Analyst L1

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Capgemini

Yesterday

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Manila

AI generated summary

  • You should have 1-2 years in technical help desk and customer service, experience with PC/Mac/iPhone/printer support, MS-Outlook, Windows 7/10, Office 365, strong communication skills, and be onsite in Pasay.
  • You will troubleshoot hardware, software, and network issues, assist users, investigate queries, coordinate referrals, prioritize issues, and follow escalation procedures.

Requirements

  • 1 – 2 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base.
  • 1 - 2 years’ work experience in customer services support or having equivalent kind of skills experience, soft skills a must.
  • 1 - 2 years’ experience supporting the following hardware and software: PC, Macintosh, iPhone, Printers. MS-Outlook, Windows 7, 10 OS, MS-Office 2013 and 2016 (Office 365).
  • Must be able to work independently.
  • Strong interpersonal , analytical and customer service skills.
  • Ability to understand and follow oral and written instructions.
  • Strong English (verbal and written) skills.
  • Must be amenable to work onsite in Pasay.

Responsibilities

  • Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution.
  • Applies understanding and knowledge of information systems products and services to assist users.
  • Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems.
  • Coordinates referrals to appropriate technical, professional, or service personnel.
  • Receives and prioritizes issues and forwards using appropriate escalation procedures.
  • All other duties as assigned.

FAQs

What is the main responsibility of a Service Desk Analyst L1?

The main responsibility of a Service Desk Analyst L1 is to troubleshoot hardware, software, and network operating problems via phone, assisting users and coordinating referrals to appropriate technical personnel for resolution.

What qualifications are required for this role?

The role requires 1-2 years of experience in a Technical Help Desk Environment, customer service support experience, and experience supporting hardware and software such as PC, Macintosh, iPhone, Printers, MS-Outlook, and Windows operating systems.

Is prior experience necessary for this position?

Yes, 1-2 years of working experience in a technical help desk environment providing 1st level phone support and customer service skills are necessary.

What types of hardware and software should a Service Desk Analyst L1 be familiar with?

A Service Desk Analyst L1 should be familiar with PCs, Macintosh systems, iPhones, printers, MS-Outlook, and Windows 7, 10 OS, as well as MS-Office 2013 and 2016 (Office 365).

Do I need to work onsite for this job?

Yes, the position requires the analyst to work onsite in Pasay.

Are strong interpersonal skills important for this role?

Yes, strong interpersonal, analytical, and customer service skills are essential for effectively assisting users and resolving issues.

What language skills are required for the Service Desk Analyst L1 position?

Strong English verbal and written skills are required to communicate effectively with users and document issues.

Is it necessary to work independently in this role?

Yes, the ability to work independently is important for a Service Desk Analyst L1.

What should I do if I encounter issues that I cannot resolve?

You should escalate the issue using the appropriate escalation procedures to ensure that it is addressed by the appropriate technical or service personnel.

Can I apply if I have less than the required experience but relevant skills?

While the role prefers candidates with the specified experience, having equivalent skills and relevant experience may be considered, so it's still worthwhile to apply.

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Technology
Industry
10,001+
Employees
1967
Founded Year

Mission & Purpose

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 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.