Remote Desktop Analyst

Position Overview: We are looking for a proactive andcustomerfocused Remote Desktop Analyst to provide remote support toendusers experiencing technical issues with their desktops laptopsand applications. The Remote Desktop Analyst will play a criticalrole in diagnosing and resolving technical problems escalatingissues when necessary and ensuring timely resolution to minimizebusiness disruption. Key Responsibilities: Provide remote desktopsupport to endusers experiencing technical issues with hardwaresoftware and applications. Diagnose and troubleshoot technicalproblems related to desktops laptops peripherals and mobiledevices. Resolve incidents and service requests in accordance withdefined service level agreements (SLAs) and quality standards. Escalate complex or unresolved issues to appropriate support teamsor vendors for further investigation and resolution. Document allincident details including troubleshooting steps resolutions andworkarounds in the incident management system. Communicateeffectively with endusers to provide status updates gatheradditional information and ensure customer satisfaction. Collaborate with other IT teams and stakeholders to identify andimplement solutions to recurring or systemic issues. Stay updatedon technology trends and best practices in remote support tocontinuously improve technical skills and knowledge. Participate inknowledge sharing activities such as training sessions teammeetings and documentation reviews. Adhere to security andcompliance policies and procedures when handling sensitiveinformation and access privileges. Requirements Qualifications: Highschool diploma or equivalent; Bachelors degree in Information Technology or related field preferred. 2 years of experience inremote desktop support or technical helpdesk role. Proficiency introubleshooting desktop operating systems (Windows macOS) andcommon productivity applications (Microsoft Office email clients).Strong knowledge of hardware components peripherals and mobiledevices (iOS Android). Experience with remote support tools andtechnologies such as remote desktop software and remote controlapplications. Excellent communication and customer service skillswith the ability to communicate technical information clearly andconcisely to nontechnical endusers. Strong problemsolving andanalytical abilities with a focus on diagnosing and resolvingtechnical issues efficiently. ITIL Foundation certification orknowledge of IT service management best practices is a plus. Ability to work independently and collaboratively in a remote teamenvironment. About the company Capgemini is a global leader in partnering with companiesto transform and manage their business by harnessing the power oftechnology. The Group is guided everyday by its purpose ofunleashing human energy through technology for an inclusive andsustainable future. It is a responsible and diverse organization of350000 team members in more than 50 countries. With its strong 55year heritage and deep industry expertise Capgemini is trusted byits clients to address the entire breadth of their business needsfrom strategy and design to operations fueled by the fast evolvingand innovative world of cloud data AI connectivity software digitalengineering and platforms. The Group reported in 2022 globalrevenues of 22 billion.