Capgemini hiring Support Analyst

• Handling Service Now tickets incidents and requests by properly analyzing the details and taking appropriate action.
• Ensuring that incidents and requests are resolved above SLA with a min of 96 Extracting data from the asset database and Service Now tool and preparing timely accurate reports.
• Preparing and maintaining detailed process documentations as and when required and updating the same on a regular basis Assisting depot tech in getting in touch with other resolving teams as part of provisioning.
• Highlighting outages to incident management which hampers teams productivity and daily business Not needed Attend weekly conference calls meetings with various teams to provide provisioning reclaim status.
• Experience of handling tickets on a Ticket Management tool BMC Remedy HP IT Service Manager Ser vice Now or any of the recognized ticketing systems.
• Knowledge of asset management is an added advantage Understanding of the IT Service Management concepts such as SLA OLA etc .
• Excellent knowledge experience on MS Excel analysis and reporting with the use of formulas functions etc.
• Excellent spoken and written communication skills as the job role involves closely coordinating with the on shore teams clients and users based in UK and North America on a daily basis Should be able to prioritize tasks based on the impact and urgency.
• Mandatory requirement to work rotational shifts North South America time zones Must work IST night shifts .
• Take complete ownership of the task at hand and adhere to agreed timelines Willingness to learn and innovate to improve process efficiency

Skills Required:

• Service Now tickets incidents.
• Ticket Management tool BMC Remedy HP IT Service Manager Ser vice Now
• MS Excel analysis and reporting