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 every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. Capgemini is an architectural partner for many of the world’s leading companies, providing comprehensive managed services that drive innovation and operational excellence.
Job Description
We are seeking a dedicated and client-focused WFH Helpdesk Officer to join our Corporate Managed Services team. This is a fully remote position, allowing you to work from the comfort of your home while supporting our diverse client base. In this role, you will be the first point of contact for technical inquiries, providing essential support to ensure smooth operations for our corporate clients. You will troubleshoot a wide range of IT issues, from software glitches to hardware problems, and escalate complex issues to senior support staff as needed. The ideal candidate will have a strong passion for technology, excellent problem-solving skills, and a commitment to delivering exceptional customer service in a fast-paced environment.
Key Responsibilities
- Provide first-level technical support via phone, email, and chat for all incoming IT incidents and service requests.
- Diagnose and resolve technical hardware and software issues.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Walk customers through problem-solving processes.
- Escalate unresolved issues to the appropriate internal teams (e.g., Level 2 Support, network specialists).
- Record events and problems and their resolution in ticketing system.
- Follow up with customers to ensure issues are resolved and closed satisfactorily.
- Maintain excellent communication with users and internal teams regarding incident status.
- Contribute to knowledge base articles and improve existing documentation.
- Adhere to company and client service level agreements (SLAs) and operational procedures.
Required Skills
- Proven experience as a helpdesk technician or other customer support role, preferably in a remote setting.
- Tech-savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English, with excellent communication skills (written and verbal).
- Customer-oriented and cool-tempered.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and manage time effectively in a remote work environment.
Preferred Qualifications
- ITIL Foundation certification.
- Familiarity with remote desktop applications and help desk software (e.g., ServiceNow, Zendesk).
- Experience with Microsoft 365 administration and troubleshooting.
- Knowledge of basic networking concepts (TCP/IP, DNS, VPN).
- Post-secondary education in Information Technology, Computer Science, or a related field.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- Opportunities for professional development and career growth.
- Employee assistance program.
- Flexible 100% remote work environment.
- Access to a global network of IT professionals and resources.
- Employee recognition programs.
- Contribution to a diverse and inclusive work culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
⚠️ Important Disclaimer
Welcome to Westford Trust. We publish job opportunities aggregated from public sources, employers, and job portals. We never charge any fees to access or use our website; all information is provided entirely for free.
Westford Trust does not directly offer or manage these positions, nor are we directly involved in the hiring process for the vacancies published on https://jobs.westfordtrust.com.
If you suspect a fraudulent listing or have any questions, please contact us at techturna@gmail.com.