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Capgemini
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L2 Escalation Help Desk Specialist

L2 Escalation Help Desk Specialist

Capgemini

5 - 8 years

2 - 5 Lacs

Kolkata

Posted:2 months ago| Platform:

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Skills Required

Escalation Management Subject Matter Expertise Voice Process International BPO Customer Service Customer Support Escalation Desk

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities Handle voice-based escalations from L1 support and resolve complex technical issues. Provide advanced troubleshooting for hardware, software, network, and application-related problems. Document all interactions and resolutions in the ticketing system (e.g., ServiceNow, Zendesk). Collaborate with internal teams (L3, engineering, QA) for unresolved issues. Ensure SLAs and KPIs are met for response and resolution times. Provide feedback and training to L1 agents to reduce repeat escalations. Maintain knowledge base articles and contribute to process improvements. Participate in root cause analysis and incident reviews. Preferred candidate profile Hands-on experience in a technical support/help desk environment. Strong knowledge of Windows/Mac OS, networking, and common enterprise applications. Excellent verbal communication and customer service skills. Experience with remote desktop tools and ticketing systems. Ability to work in rotational shifts and handle high-pressure situations.

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L2 Escalation Help Desk Specialist