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    • Brindar soporte de primer nivel a usuarios, actuando como punto inicial de contacto para incidentes y solicitudes de servicio.
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Job Post Details

Agente de Service Desk L1.
Capgemini
·
3.7
Bogotá, Cundinamarca
Freelance
Postularse en la página de la empresa

Detalles del empleo

No se proporcionó información
Freelance
De Bogotá, Cundinamarca

Descripción completa del empleo

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Job Description

Propósito del rol

Brindar soporte de primer nivel a usuarios, actuando como punto inicial de contacto para incidentes y solicitudes de servicio. El rol busca restaurar el servicio con rapidez, resolver casos dentro de su alcance y escalar oportunamente aquellos que requieran niveles superiores, manteniendo una comunicación clara y una trazabilidad completa en la herramienta de gestión.

Responsabilidades principales

1. Atención Multicanal: Responder y registrar llamadas, correos, chats o tickets en la plataforma ITSM.
2. Resolución de Incidentes Comunes: Restablecimiento de contraseñas, desbloqueo de cuentas de Active Directory / Microsoft 365, configuraciones básicas de MS Office y problemas menores de software corporativo.
3. Gestión de Accesos y Altas: Creación y modificación de cuentas básicas de usuarios siguiendo plantillas predefinidas en el catálogo de servicios.
4. Documentación y Conocimiento: Registrar de manera clara la bitácora del ticket (síntomas, diagnóstico aplicado y solución).
5. Criterio de Escalamiento: Escalar de forma ágil a L2 o L1.5 cuando la solución no se encuentra documentada en los scripts básicos o excede el tiempo límite de atención.

Conocimientos y experiencia

  • Formación en Sistemas, Computación, Informática o carrera afín (pueden ser estudiantes en curso o técnicos truncos).
  • Conocimiento práctico en entornos Windows 10/11 y paquetería Microsoft 365 (Word, Excel, Outlook, Teams).
  • Familiaridad con conceptos de redes básicas (Ping, asignación de IP, conexión a redes Wi-Fi y configuraciones de VPN).
  • Uso previo de software de tickets / ITSM (ej. Jira Service Management, ServiceNow, Zendesk, InvGate).

Job Description - Grade Specific

Typically part of a second or third year curriculum, interns participate in a temporary, supervised work placement within the company for a defined duration. These placements provide practical experience, allowing students to apply their knowledge in a real world setting. Interns usually focus on a specific project or assignment to complete their placement successfully. In some cases, they are included in the companys grading structure at an entry level grade.

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.
Make it real | www.capgemini.com

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