Help Desk Analyst I

Capgemini is seeking a highly motivated and detail-oriented Help Desk Analyst I for a top 10 US Insurance Carrier.

In this role you will be responsible for:

• Provides basic service desk support for issues and service requests related to hardware, software, network/mainframe connectivity and application support within an enterprise support team. 

• Acts as a representative of technical services to customers. Initiates, escalates, and resolves incidents and/ or service requests.  

• Conducts timely 1st level problem determination for incidents using documented procedures. 

• Acquires and maintains up-to-date knowledge of relevant product/service offerings and support procedures to provide technically accurate solutions to customers. 

• Must be able to provide clear, concise, information through written and verbal communications.  Accurately documents issues, steps taken, and results following quality guidelines. 
• Creates a positive customer experience in every interaction. 

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premium 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.

Work Experience: Minimum Required: 1-3

English Proficiency: Fluent

Work Experience in This Field: Minimum Required: 1-3

Required Education: Minimum Required: None required / Preferred: Bachelor

Required branch of study: One year of technical experience in an enterprise support environment or equivalent education / technical certifications.

Additional Preferred Skills:

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

Cloud Platform Engineering: Manages and/or supports the IT infrastructure, comprising of hardware, software, network resources and services required for the existence, operation and management of an enterprise IT environment.

Incident Management: Responds to unplanned events or service interruptions and restores the service to its operational state.

Other Critical Skills

• Incident remediation - Advanced
• Customer Service Acumen - Advanced
• Problem Solving - Advanced

Software / Tool Skills

• Service Now - Intermediate (4-6 Years)
• Active Directory - Intermediate (4-6 Years)
• Microsoft Suite - Intermediate (4-6 Years)
• Device Manager - Intermediate (4-6 Years)
• AWS Cloud - Entry Level (1-3 Years)
• Remote desktop tools - Entry Level (1-3 Years)
• Telephony - WxCCE/WxConnect - Entry Level (1-3 Years)

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

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.

https://www.capgemini.com/us-en/about-us/who-we-are/