Service Desk Analyst

Key Responsibilities:

- Deliver technical support over the phone/chat for software (Windows OS, drivers), hardware, peripherals (printers, scanners, etc.), and basic network issues.
- Diagnose and resolve technical issues efficiently, aiming for First Call Resolution (FCR).
- Handle frustrated or angry callers with patience, empathy, and professionalism.
- Drive Customer Satisfaction (CSAT) by ensuring timely and effective resolution of issues.
- Document all customer interactions and troubleshooting steps accurately in the ticketing system.
- Escalate unresolved issues to higher-level support when necessary, following defined protocols.
- Maintain high levels of productivity and adherence to service level agreements (SLAs).

Job Description - Grade Specific





- Excellent verbal communication skills with a neutral accent and active listening abilities.
- Strong interpersonal skills to manage difficult conversations and de-escalate tense situations.
- Basic to intermediate knowledge of:
- Windows operating systems (installation, updates, error resolution)
- Device drivers and software compatibility
- Hardware components and peripheral troubleshooting
- Basic networking (Wi-Fi, LAN, IP configuration)

- Ability to multitask and work in a fast-paced setting.
- Prior experience in a voice-based technical support role is preferred.
- Willingness to work in night shifts aligned with US time zones.
- Willingness to work in rotational shifts with rotational week offs.

📌 Service Desk Engineer (Noida)
🏢 Capgemini
📍 Noida