Service Desk Analyst

Capgemini

Service Desk Analyst providing onsite technical support for Capgemini, a global technology transformation partner. Resolving hardware and software issues while tracking incidents and meeting SLA targets.

Posted 8/10/2026full-timeAustin • Texas • 🇺🇸 United StatesJunior💰 $42,784 - $97,940 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities with a focus on customer service, effective communication, and problem resolution. Proficient in Windows support, Office 365, and incident management tools to ensure timely and efficient service delivery.

Highest-signal resume keywords

Windows Support KnowledgeOffice 365ITSM Tool UsageCustomer Service SkillsBasic Networking Knowledge

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportIncident ManagementProblem DocumentationKPI Performance AssistanceSLA Target Adherence

Soft Skills

Excellent Oral CommunicationExcellent Written CommunicationHigh Degree of ResponsibilityCommitmentDependability

Tools & Technologies

Remedy

Industry Keywords

Client ServicesCustomer ServiceHelp DeskTechnical Support

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Provide technical support to users for moderately complex computer-related technical problems
Communicate technical issues over the phone to a variety of customers
Answer service desk telephones
Assist customers in resolving technical problems involving software and hardware
Resolve or refer highly complex technical problems as appropriate
Follow up with customers to ensure inquiries are resolved within contracted or agreed time frames
Log and track inquiries using an incident management database and maintain history records and problem documentation
Identify customer problems and complaints to ensure successful resolution
Assist with KPI performance and help the team meet associated SLA targets

Requirements

What you’ll need

Excellent customer service skills and willingness to go the extra mile helping customers
Windows support knowledge
Basic networking knowledge
Excellent oral and written communication skills
High degree of responsibility, commitment, and dependability
Knowledge of Office 365
1-2 years previous experience in Client Services, Customer Service, Help Desk, or Technical Support
ITSM tool usage, preferably Remedy
Ability to work any shift starting at 6 AM
Availability to work weekends
Adherence to the dress code beginning on day one
Training attendance requirements: agents missing more than 2 total training days will be separated from the contract
Candidates must arrive with their badge and comply with the stated arrival requirements

Benefits

Comp & perks

Vacation: 12-25 days, depending on grade
Company paid holidays
Personal Days
Sick Leave
Medical, dental, and vision coverage
Retirement savings plans (e.g., 401(k) in the U.S.)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility
Additional hours will be available when business needs dictate
Variable incentives, bonuses, or commissions may be available depending on the position and applicable laws