Job Description
Work under supervision as part of a 5 to 10-person team, providing technical software, hardware and network problem resolutions to Capgemini customers.
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Assist with the diagnosis of problems, determining and implementing appropriate solutions; guiding and/or communicating resolutions to customers.
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Work Monday – Friday on a variable roster, can be discussed at interview/on offer
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Respond to cases logged by Customer, Operations and Automated Ticketing.
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Adhere to Service Level Agreement response and resolution time requirements.
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Ensure cases are updated daily, or as per customer Service Level Agreement.
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Ensure all unresolved issues are escalated via the appropriate escalations path in a timely manner.
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Comply with Customer and Capgemini change management policy and processes.
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Follow all documented procedures for resolution and escalation of incidents.
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Create and maintain all Operational documents for your assigned client.
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Take ownership and be proactive in identifying areas for improvement within Capgemini and Customer environments.
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Handover cases and scheduled activities when away on leave or training.
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Undertake internal training within the scheduled timeframe or as identified in your Training & Development Plan.
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Retain ownership of Customer issues until resolved, escalated or accepted by another individual.
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Liaise directly with Customers in a skilled 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.
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Always collaborate with other Capgemini staff and Customers.
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Assist the Team Lead and Service Delivery Manager as required

📌 Service Desk Analyst (Victoria)
🏢 Boltin
📍 Victoria