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Capgemini

Global consulting, technology services, outsourcing

ABL – Service Desk

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timePuebla, MexicoNo salary listed

About the Job

Requirements

  • 0–1 year of experience in Service Desk, technical support, or a related area.
  • Availability to work rotating shifts, including weekends and holidays as operations require.
  • Knowledge of Microsoft Office or Microsoft 365 productivity tools.
  • Knowledge of incident and request management using Service Desk tools, ticket administration, and ticket follow-up.
  • Basic knowledge of technical support and end-user assistance.
  • Basic knowledge of Windows operating systems and corporate applications.
  • Knowledge of customer-service practices.
  • Ability to manage and track incidents, organize operational work, prioritize activities, and document solutions and processes.
  • Ability to analyze and resolve problems.
  • Ability to coordinate and communicate effectively with users, teams, and relevant departments.

Responsibilities

  • Provide multichannel user support by phone, email, chat, and service desk tools.
  • Register, classify, follow up on, and close incidents and requests in the Service Desk platform.
  • Provide first-level support for office productivity tools and technology used by end users.
  • Monitor compliance with service-level agreement response and resolution times.
  • Assist in assigning tickets and tasks to the support team according to case priority and criticality.
  • Participate in operational coordination and supervision activities for the UHD team.
  • Escalate incidents to specialized groups when needed.
  • Document solutions and create knowledge bases to improve support processes.
  • Communicate with users and involved departments throughout the service cycle.
  • Assist in producing operational reports and service-performance metrics.
  • Identify opportunities for continuous improvement in support and customer-service processes.
  • Collaborate with internal teams to ensure operational continuity and user satisfaction.
  • Analyze and resolve common technical issues related to customers’ everyday use of their digital workplace and computers, coordinating with IT specialists on more complex issues.

Desired Qualifications

  • Experience supporting end users and managing tickets.

About the Company

Capgemini

Global consulting, technology services, outsourcing

Capgemini provides consulting, technology services, and outsourcing to help organizations transform digitally. Its offerings include strategy and transformation consulting, system integration, application development, IT infrastructure management, and managed IT operations. It differentiates itself with a global presence in over 50 countries and a focus on applying AI, cloud, and cybersecurity to real business problems. Its goal is to help clients navigate digital transformation and improve efficiency and innovation through tailored, contract-based or managed services.

Company size
10,001+
Company stage
IPO
Headquarters
Paris, France
Founded
1967

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