Excellent communication skills both verbal & written.

Knowledge Requirements (highly regarded but non-essential skills)

Operating Systems

Able to provide first level troubleshooting and problem analysis for all client operating systems.

Administration

Capable of utilizing remote access software (e.g., Remote Desktop) to remotely control desktops.

Applications

Understand how applications interact with hardware in order to provide first level troubleshooting and analysis.

Files & File Systems

Understands data movement utilities and file permissions and can perform basic maintenance on file systems.

Backup/Restore

Understands backup and restore processes.

Security

Understands requirements for physical and virtual security within a managed environment, including virus protection.

Networking

Can verify connectivity within a network, understands TCP/IP and familiar with infrastructure services (e.g., DNS, DHCP).

Essential Behavioral Skills

Documentation

Able to create, maintain and utilize supporting infrastructure documentation.

Communication Skills

Strong communications skills, both verbal and written.

Is approachable and encourages interaction with Capgemini staff and customers, provides information in a manner that is understood and communicates in a sensitive and qualified manner.

Teamwork & Sharing

Participates in team discussions and activities and respects the opinions of other team members.

Shares information and knowledge freely and aids team members.

Customer Service

Always provide excellent customer service.

Business Improvement





Contribute positively to the business improvement process of the organization by active participation in team discussions and analysis of work processes.

Decision Making

Able to make decisions or escalate at the appropriate time, considering the needs of the situation, priorities, constraints and the availability of necessary information.

Troubleshooting

Able to identify and resolve incidents in a methodical and logical manner.

Typical Duties &

Responsibilities Respond to cases logged by Customer, Operations and Automated Ticketing. Adhere to Service Level Agreement response and resolution time requirements. Ensure cases are updated daily, or as per customer Service Level Agreement. Ensure all unresolved issues are escalated via the appropriate escalations path in a timely manner. Comply with Customer and Capgemini change management policy and processes. Follow all documented procedures for resolution and escalation of incidents. Create and maintain all Operational documents for your assigned client. Take ownership and be proactive in identifying areas for improvement within Capgemini and Customer environments. Handover cases and scheduled activities when away on leave or training. Undertake internal training within the scheduled timeframe or as identified in your Training & Development Plan. Retain ownership of Customer issues until resolved, escalated or accepted by another individual. Liaise directly with Customers in a professional and courteous manner on service requests or problems, ensure an understanding of the business impacts associated with problems and keeps the Customer informed as part of the resolution process.

📌 Service Desk Analyst (Melbourne)
🏢 Boltin
📍 Melbourne