Scribd
Upload
30 views2 pages

Capegemini Case

The document presents a case study about working as an IT help desk associate at Capgemini. It outlines background information on the role and company, then provides 5 tasks involving problem solving, communication, crisis management, adaptability, teamwork to assess skills for the role.

Uploaded by

arshitdixit5
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
30 views2 pages

Capegemini Case

The document presents a case study about working as an IT help desk associate at Capgemini. It outlines background information on the role and company, then provides 5 tasks involving problem solving, communication, crisis management, adaptability, teamwork to assess skills for the role.

Uploaded by

arshitdixit5
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 2

Case Study: Become a Help Desk Hero at Capgemini!

Background:
Capgemini, a global leader in consulting, digital transformation, and technology
services, is looking to hire talented individuals for the role of IT Help Desk
Associate. As a fresher or someone entering their first job, we are seeking
candidates with a passion for problem-solving, excellent communication skills,
and the ability to handle crisis situations effectively.

Scenario:
You have recently joined Capgemini as an IT Help Desk Associate. On your first
day, you are assigned to the service desk, where you'll be providing technical
support to users across various channels, including phone, chat, and incident
tickets. Your role is crucial in ensuring that users receive prompt assistance and
that technical issues are resolved efficiently to maintain high levels of customer
satisfaction.

Tasks:

1. Problem Solving Skills:


An MNC client urgently reports issues accessing their shared network drive
across multiple locations, impacting critical project collaboration. They stress the
need for swift resolution to minimize business impact.

How would you troubleshoot this widespread issue, coordinate with teams across
locations, diagnose the problem, communicate updates to the client, and
implement a solution to restore access promptly?

2. Communication Skills:
Task: A user submits an incident ticket stating that they are unable to access
their email account. They are not tech-savvy and might struggle to understand
technical terms.

How would you communicate with them to gather more information and provide
assistance?

3. Crisis Management (themed around Customer Support):


An MNC client urgently reports issues accessing their shared network drive
across multiple locations, impacting critical project collaboration. They stress the
need for swift resolution to minimize business impact.

How would you troubleshoot this widespread issue, coordinate with teams across
locations, diagnose the problem, communicate updates to the client, and
implement a solution to restore access promptly?

4. Adaptability and Learning:


As a fresher, you're eager to stay updated with the latest developments in the IT
industry. How do you plan to continue learning and improving your skills in this
role?

5. Teamwork and Collaboration:


You are part of a team assigned to resolve a major IT incident affecting multiple
departments. What role would you play in the team, and how would you
contribute to resolving the issue?

Clue: Reflect on your past experiences in group projects or extracurricular


activities, describe a situation where you faced challenges while collaborating
with others and how you overcame them.

Conclusion:
This case study aims to assess your problem-solving abilities, communication
skills, crisis management capabilities, adaptability, and teamwork. Take your
time to respond to each task thoughtfully, drawing from both your academic
knowledge and any relevant personal experiences. Good luck!

IMPORTANT:
1. Powerpoint Presentation / PDF Document is preferred! ( Do not exceed 2 Slides
for each task / 1 Page on Docs)
2. Brownie points for Charts & Diagrams
3. Google Drive Submissions : Student can attach links ( Maintain Public Access)
4. Submission of Video Resume is compulsory for the next round!
5. Please add your Name, Number, College & Registered Email to the PPT.
6. Cheating, Plagarizing or use of AI Tools for this assignment will lead to
immediate disqualification.

Submissions will open by 27th February

Submissions will close by 23rd March. (Preference is on quality & early


submissions)

For any support reach out to: rahul.khorana@foundit.ai

You might also like

pFad - Phonifier reborn

Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


Alternative Proxies:

Alternative Proxy

pFad Proxy

pFad v3 Proxy

pFad v4 Proxy