IT Support Agent (with foreign languages)

Capgemini is an AI-powered global business and technology transformation partner with nearly 60 years of heritage. The company has over 420,000 team members in more than 50 countries, delivering end-to-end services and solutions across strategy, technology, design, engineering, and business operations.

• Proven experience in a Customer Service, Service Desk, or IT Support role (2+ years preferred).
• Strong communication and active listening skills with the ability to explain technical topics to non-technical users.
• Good knowledge of Windows operating systems, Microsoft Office/Microsoft 365, printers, and end-user applications.
• Familiarity with ticketing platforms such as ServiceNow or comparable ITSM tools.
• Understanding of SLA, KPI, and service management principles.
• Knowledge of networking fundamentals, including LAN, WLAN, WAN, and basic VPN troubleshooting.
• Strong analytical thinking, problem-solving skills, and customer-centric mindset.
• Collaborative team player with adaptability, accountability, and a proactive can-do attitude.

• Provide IT support to end users via phone, email, and other communication channels in line with agreed SLAs.
• Register, categorize, and manage incidents and service requests using ticketing tools such as ServiceNow.
• Perform initial troubleshooting and diagnosis of hardware, software, network, and Microsoft 365-related issues.
• Monitor ticket queues and ensure timely resolution of assigned requests.
• Deliver end-to-end ownership of user issues, including regular follow-up and status updates.
• Resolve incidents at first contact whenever possible while maintaining high service quality standards.
• Escalate complex issues to appropriate support teams and collaborate on critical incidents.
• Support continuous improvement, service optimization, and automation initiatives within the support environment.