Capgemini Hiring for Tier 2 Applications Support 6 To 9 Years Delhi & Bengaluru at Delhi, Delhi Full Time

Job Description

Flexible to work in shifts Monitor and respond quickly and effectively to requests received through mail or ticketing tool

Monitor Service Desk for tickets assigned to the queue and process first in first out based on priority

Gather customer s information and determine the issue by evaluating and analyzing the symptoms

Diagnose and resolve issues in business applications related to HR Finance IT Identify and escalate priority issues per Client specifications

Perform advanced troubleshooting and redirect problems to appropriate resource

L2 Registering an incident and or Service Request reported via email in the ServiceNow tool

Tracks the progress of owned Service Call during entire lifecycle from start to end register to close to ensure that it is resolved within the agreed Service Level Agreement SLA and updates Service Call records if necessary SLA

First Time Fix making sure that SLA targets are achieved Surveys

Making sure that the highest score of Survey has been received Relationship Building and managing working relationships with the Business and L2 teams

Primary Skills

As Senior Analyst you will support internal application Business applications which are used across Capgemini

Responsible for E2E ticket handling

Any prior applications management experience would be an asset

Must be able to learn and support new and quickly changing technologies

Sound demonstrated knowledge of Service Desk procedures and process

Secondary Skills

Ability to prioritize workload to best meet customer requirements

Good knowledge with Excel

Good knowledge on SQL