Help Desk Analyst I

**Capgemini is seeking a highly skilled and detail-oriented Service Desk Analyst I to join our team to work for a top 10 US Insurance Carrier.**

This role provides phone, chat, and web support for business and IT customers, addressing technical issues and service requests. Responsibilities include recording problem details for escalation of complex issues, maintaining knowledge of relevant products and services, and acting as a representative of technical services to customers.

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

**Location: Mexico**

**Responsibilities**

Act as a representative of technical services to customers.

Initiate, escalate, and resolve incidents and service requests.

Conduct timely 1st level problem determination using documented procedures.

Maintain up-to-date knowledge of relevant product/service offerings and support procedures.

Provide clear and concise written and verbal communications.

Accurately document issues, steps taken, and results following quality guidelines.

Create a positive customer experience in every interaction.

**Requirements**:
**Work Experience in This Field**
- **Minimum Required**: 1-3 years
- **Preferred**: 1-3 years

**English Proficiency**
- **Minimum Required**: Fluent

**Required Education**
- **Preferred**: Bachelor’s degree

**Additional Preferred Qualifications**
- One year of technical experience in an enterprise support environment or equivalent education/technical certifications.
- Preferred Skills:

- Remote support (enterprise) experience
- Contact Center experience
- Flexibility to work within an 18x7x365 support team
- Preferred experience in CompTIA A+, Net+, Microsoft Desktop Professional, ServiceNow, Device Manager, and Active Directory.

**Other Critical Skills**
- Incident remediation: Advanced
- Customer Service Acumen: Advanced
- Problem Solving: Advanced

**Software / Tool Skills**
- ServiceNow: Prefer Intermediate 4-6 years; will consider 1-3 years
- Active Directory: Prefer Intermediate 4-6 years; will consider 1-3 years
- Microsoft Suite: Prefer Intermediate 4-6 years; will consider 1-3 years
- Device Manager: Prefer Intermediate 4-6 years; will consider 1-3 years
- AWS Cloud: End User Support: Entry Level (1-3 years)
- Remote desktop tools: Entry Level (1-3 years)
- Telephony (WxCCE/WxConnect): Entry Level (1-3 years)

Work Schedule: individual schedules will vary in support of our 18x7x365 operation. Our hours of operation are as follows: 4:45 AM - 11:00 PM Central (7 days/week)

**Benefits**

Competitive compensation and benefits package:

- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
- Performance Bonus

Note: Benefits differ based on employee level.

**About Capgemini**

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 over 340,000 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 €22.5 billion in revenues in 2023.