Tech support Analyst

• Provide Level 1 technical support to retail customers via phone, email, and ticketing systems.

• Handle back-to-back inbound support calls throughout the shift.

• Log, track, and manage incidents and service requests in accordance with defined SLAs.

• Troubleshoot common hardware, software, network, and access-related issues.

• Escalate unresolved incidents to appropriate support teams.

• Follow ITIL-based incident, request, and problem management processes.

• Maintain accurate documentation of customer interactions and resolutions.

• Deliver a high level of customer satisfaction through professional communication and support.

• 1 to 3 years of experience in a Service Desk, Help Desk, or Technical Support role.

• Experience supporting customers in a B2B environment.

• Strong verbal and written communication skills.

• Knowledge of Windows operating systems, Microsoft Office applications, and basic networking concepts.

• Familiarity with ticketing tools and service management platforms.

• Understanding of ITIL processes;

• Ability to work in rotational shifts and a high-call-volume environment.

The base compensation range for this role in the posted location is: $29,973 to $69,014 Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion. Make it real | www.capgemini.com