Capgemini IT Service Desk Team Lead- Portuguese speaking in Austin, Texas
Who we are?
With more than 190,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017. A global leader in consulting, technology and outsourcing services, the Group reported 2016 global revenues of EUR 12.5 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model.
Learn more about us at. http://www.capgemini.com/us-en
Rightshore® is a trademark belonging to Capgemini
Within Capgemini, the Cloud Infrastructure Services business provides leading solutions to large global customers through an integrated global sales and delivery model. We are a global team of committed professionals who advise, transform and run client IT services. We help organizations meet their business goals by transforming and managing their IT infrastructure landscape – leveraging innovations notably in automation and the cloud.
Applicants for employment in the US must have valid work authorization that does not now require sponsorship of a visa for employment authorization in the US by Capgemini
Location: Austin, TX Our office is in north Austin.
The focus of your role within Capgemini, what you do:
• Achieving best in class Customer Satisfaction
• Performance Management, coaching and mentoring Technical Agents
• Handling Client escalations
• Meeting Client SLAs
• Monitoring KPIs and metrics
What you bring:
Coordination of service desk team members in their daily duties of handling high volume of calls from clients and facilitate good customer service culture in team members.
Evaluation and assessment of service delivery performance metrics. Experience in creating processes and documentation for daily operations. Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues to provide more effective solutions.
Offer continual service improvement ideas to increase efficiency of Service Desk processes and procedures.
3-5 years’ experience in Service Desk with 1-2 years of SD Management are required.
Must speak, write and read Portuguese and English fluently, Spanish speaking/understanding is a plus.
Ability to work with and coordinate with global service delivery partners.
What we offer:
Your career matters to you and is important to us too. Because your goals and needs are constantly evolving, we offer visibility, leeway and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our personal development, training and career management programs, and our University innovative and business-focused learning curriculums.
We promote a culture of diversity. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients.
Our Shared values have been at the heart of the group since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty and fun. These values influence the way we meet client needs while respecting the regulatory requirements of each country in which we operate, and the way we promote ethically sound practices within Capgemini and in our partnerships.
Capgemini America Inc. and its U.S. affiliates are EEO/AA employers. Capgemini conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, gender identity/expression, disability, citizenship status, genetics, or status as a Vietnam-era, special disabled and other covered veteran status. Capgemini is a Drug-Free Workplace employer.
Capgemini is committed to building a workforce of employees with diverse backgrounds and work experiences. We strongly encourage veterans and active military service personnel to apply.
Organization: CIS US MS
Title: IT Service Desk Team Lead- Portuguese speaking
Requisition ID: 035848