JOB DESCRIPTION / ROLE
Position Overview:
We are looking for a proactive and customer-focused Remote Desktop Analyst to provide remote support to end-users experiencing technical issues with their desktops, laptops, and applications. The Remote Desktop Analyst will play a critical role in diagnosing and resolving technical problems, escalating issues when necessary, and ensuring timely resolution to minimize business disruption.
Key Responsibilities:
• Provide remote desktop support to end-users experiencing technical issues with hardware, software, and applications.
• Diagnose and troubleshoot technical problems related to desktops, laptops, peripherals, and mobile devices.
• Resolve incidents and service requests in accordance with defined service level agreements (SLAs) and quality standards.
• Escalate complex or unresolved issues to appropriate support teams or vendors for further investigation and resolution.
• Document all incident details, including troubleshooting steps, resolutions, and workarounds, in the incident management system.
• Communicate effectively with end-users to provide status updates, gather additional information, and ensure customer satisfaction.
• Collaborate with other IT teams and stakeholders to identify and implement solutions to recurring or systemic issues.
• Stay updated on technology trends and best practices in remote support to continuously improve technical skills and knowledge.
• Participate in knowledge sharing activities, such as training sessions, team meetings, and documentation reviews.
• Adhere to security and compliance policies and procedures when handling sensitive information and access privileges.
Requirements:
Qualifications:• High school diploma or equivalent; Bachelor's degree in Information Technology or related field preferred.
• 2+ years of experience in remote desktop support or technical helpdesk role.
• Proficiency in troubleshooting desktop operating systems (Windows, macOS) and common productivity applications (Microsoft Office, email clients).
• Strong knowledge of hardware components, peripherals, and mobile devices (iOS, Android).
• Experience with remote support tools and technologies, such as remote desktop software and remote control applications.
• Excellent communication and customer service skills, with the ability to communicate technical information clearly and concisely to non-technical end-users.
• Strong problem-solving and analytical abilities, with a focus on diagnosing and resolving technical issues efficiently.
• ITIL Foundation certification or knowledge of IT service management best practices is a plus.
• Ability to work independently and collaboratively in a remote team environment.
ABOUT THE COMPANY
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 350,000 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.
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