IT Service Management
- Capgemini
- 4 - 5 years
- Noida, Gurugram
- 15 hours ago
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Job Description
Your Role
- 4 years of experience in Service Support/IT Support/Application Support
- Hands-On experience with ITSM tools like SysAid, ServiceNow, Jira Service Management
- Customer service skills
- Good communicator and team player
- Basic knowledge in Windows Operating systems.
- Basic Knowledge in MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet browsers
Your Profile
- Serve as the First point of contact for IT Support request/incidents from Capgemini/Client users via tickets, phone calls and emails ensuring high level of customer service.
- Manage day-to-day operations of a 24/7 Global service desk with teams working across multiple geographical locations, providing phone, email support in the line with the agreed Service Leaving Agreement.
- Managing incidents and requests through the service management tool.
- Coordinate and manage Incidents/Requests with vendors and support team that provide Application related resolution.
- Provide support for a wide range and constantly evolving applications and support team.
- Monitor and manage high-priority (P1/P2) incidents, ensuring rapid resolution.
- Facilitate incident bridge calls and lead communication during major incidents.
- Maintaining governance standards across all IT service management processes
- Administer and manage User Access as part of Access and Exit controls.
- Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
- Willing to participate in on-the-job training designed to enhance skills and support capabilities.
- Willing to work in different shifts and national holidays as required by Operations.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: CapgeminiLocation(s): Noida, Gurugram
Keyskills: ITSM Change Management Servicenow IT Service Management ITIL IT Service Delivery Service Management ITIL Certified ITIL Framework IT Service Delivery Management Problem Management Incident Management ITIL Process
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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 o...
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