Service Desk Engineer || Noida

Job Description

• Deliver technical support over the phone/chat for software (Windows OS, drivers), hardware, peripherals (printers, scanners, etc.), and basic network issues.
• Diagnose and resolve technical issues efficiently, aiming for First Call Resolution (FCR).
• Handle frustrated or angry callers with patience, empathy, and professionalism.
• Drive Customer Satisfaction (CSAT) by ensuring timely and effective resolution of issues.
• Document all customer interactions and troubleshooting steps accurately in the ticketing system.
• Escalate unresolved issues to higher-level support when necessary, following defined protocols.
• Maintain high levels of productivity and adherence to service level agreements (SLAs).

Job Description - Grade Specific

• Excellent verbal communication skills with a neutral accent and active listening abilities.
• Strong interpersonal skills to manage difficult conversations and de-escalate tense situations.
• Basic to intermediate knowledge of:
  • Windows operating systems (installation, updates, error resolution)
  • Device drivers and software compatibility
  • Hardware components and peripheral troubleshooting
  • Basic networking (Wi-Fi, LAN, IP configuration)
• Ability to multitask and work in a fast-paced environment.
• Prior experience in a voice-based technical support role is preferred.
• Willingness to work in night shifts aligned with US time zones.
• Willingness to work in rotational shifts with rotational week offs.

What you''ll love about working here :

• We’re committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. You are valued for who you are, and you can bring your original self to work.
• Every Monday, kick off the week with a musical performance by our in-house band - The Rubber Band. Also get to participate in internal sports events, yoga challenges, or marathons.
• At Capgemini, you can work on cutting -edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

Skills (competencies)